Incident Management Analyst

Key aspects of this role include the following activities:

• Partners with the TAM to ensure best in class customer support experience and management beginning with a smooth customer kick off for new Ultimate customers
• Performs daily review of all assigned Ultimate customer issues and ensures the frequency and quality of customer updates is of a very high standard aligning with the customer priority and business impact description and in collaboration with Support Engineers and Management team
• Leads regular support case queue reviews with the customer team members, ensuring accurate prioritization of issues, visibility on progress and latest updates as well as next steps
• Provides oversight and ownership of any critical support issues and provides ongoing and personalized customer management and updates through to resolution of the issue
• Contributes to the service review, focusing on performance of the technical support service delivery provided during the review period, identifying areas of success and opportunities for improvement
• Defines and maintains the Service Improvement Plan communicating progress updates against agreed actions and collaborating with the Support Delivery Managers to address areas identified
• Conducts customer specific RCA analysis following a significant event and ensures provision of the outcomes to the customer in an official Customer Facing Statement
• Responsible for the provision of Support Health data and insights to the Ultimate delivery team and helps evaluate and communicate the overall Technical Health of the customer

 What you need to succeed

• Business Insight
• You will need a high-quality business and strategic sense. You understand the need to balance Customer needs alongside Adobe's business objectives and strategy. You possess strong problem-solving skills, are forward-thinking and have experience working with data sets to identify common data trends.
• You appreciate the level of engagement required for premium support service delivery and can project the value of the Ultimate Support Plan and ensure consistent service quality.
• Results Focus
• You have with strong mentoring and coaching skills enabling our team members to deliver their best. You focus on long term sustainable strategic improvements in favor of short-term results.
• Influential
• Consistent record of accomplishment working with, influencing and leading virtual teams across a large global company. Experienced and effective in communicating to Director and above partners in Sales, Consulting and Engineering.
• Strong Communication Skills
• Highly articulate and presents plans and ideas in a compelling manner.
• Communicates passion, energy and enthusiasm.
• Able to handle C-level urgent customer communications, creating resolution plans and ensuring accurate execution of them.
• Able to build and communicate customer service reviews and set expectations according to business decisions.

* Candidate with excellent communication.

**looking only for immediate joiners Or 15days notice**

For More Details Contact HR Sujath Ali @7680048497 {call or WhatsApp} or email your resume to sujath_a@trigent.com

Regards

HR Sujath Ali

Trigent Software

7680048497

sujath_a@trigent.com