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Security and Intelligence Services (India)

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4.1

based on 1.3k Reviews

333 Security and Intelligence Services (India) Jobs

Customer Excellence Incident Specialist

S&P Global Inc.

4.1

based on 1.3k Reviews

2-5 years

Gurgaon / Gurugram

1 vacancy

Customer Excellence Incident Specialist

Security and Intelligence Services (India)

posted 8d ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analytics Salesforce Supply Chain Management Operations Information Technology Product Management

+ 3 more

Job Description

The Impact:

The Incident Specialist is pivotal in ensuring operational efficiency, maintaining client satisfaction, and trust. This position involves coordinating prompt and effective responses to incidents to minimize disruptions, reduce business impact, and ensure service reliability. Through clear and transparent communication, the Incident Manager keeps clients informed and reassured during critical situations. This role is essential for building strong client relationships, aligning incident management practices with organizational objectives , and enhancing the overall customer experience, making it a key contributor to the organization s long-term success.

Whats in it for you:

Become a key support partner of the global Commercial organization of SP Global Commodity Insights, the energy and commodities division of a Fortune 500 company.

Directly interact and collaborate with global stakeholders based on your regional assignment, spanning our main offices in Singapore, London, New York, and Houston, as well as satellite offices in dozens of other cities

Well defined workflows combined with evolving priorities enable you to strike a healthy work-life balance and continuous growth .

Develop expertise and knowledge, positioning you well in a variety of future roles in Client Experience , as well as broader Commercial Operations and Technology functions .

Responsibilities:

Lead end-to-end incident management process for Customer Exp .

Clearly and concisely communicate the status, resolution, and impact of the incident to internal stakeholders.

Facilitate timely communication to customers to help manage their experience using our communication tool.

Coordinate rapid response teams to investigate and resolve high-priority incidents.

Partner with service delivery teams to optimize processes and tools for incident management.

Monitor incident trends and suggest proactive measures to reduce recurrence.

Extend beyond routine incident handling, with responsibilities including, but not limited to, seamless project execution of migration initiatives, and driving retention efforts.

What We re Looking

Proven experience of solving major incidents with the ability to lead through influence, work calmly and systematically under pressure, and collaborate effectively with colleagues to achieve the best outcomes for the business and customers.