Incident Manager

Job Description: You will be responsible for coordinating and collaborating with Ultimate support plan customers and internal technical teams to ensure prompt resolution of issues. As an Incident Manager, you will provide customers with enhanced transparency during issue resolution, regular support experience data and trend analysis, personalized updates during critical service outages, and issue management. In addition, you will establish positive relationships and collaboration with internal colleagues across various Customer Engineering teams, Sales, Customer Success, and Consulting Services departments. Your key responsibilities will include partnering with the TAM to deliver top-notch customer support experience, conducting daily reviews of assigned Ultimate customer issues, leading support case queue reviews, overseeing critical support issues, contributing to service reviews, defining and maintaining Service Improvement Plans, conducting customer-specific RCA analysis, and providing Support Health data and insights to the Ultimate delivery team. You should have extensive experience supporting high-profile Enterprise customers or leading a software and/or SaaS-based technical support team. Strong problem-solving skills, passion for customer success, and experience in collaborating with colleagues from diverse backgrounds are essential. Familiarity with Service Improvement Plans, ITIL, and incident management is advantageous. Excellent organizational skills, ability to prioritize tasks, and work hours aligned with US time zones (EST & PST) are required for this role.,