Analysis Skills, Automation, Business Support, Communication Skills, Customer Experience, Customer Support/Service, Establish Priorities, Identify Issues, Incident Management, Intellectual Property (IP), Internet/Online Service, Interpersonal Skills, Multitasking, Network Administration/Management, On Call, Operations Management, Presentation/Verbal Skills, Problem Solving Skills, Process Development, Process Improvement, Product Lifecycle, Root Cause Analysis, Sales, Security Clearance, Statistics, Telecommunications, Time Management, Writing Skills
Duration: 12+ months
Summary:
We are seeking a highly motivated and experienced Major Incident Manager to provide top-tier incident management for Business Federal customers. In this role, you will leverage your extensive knowledge of domestic and international telecom services (data, voice, IP, managed services) to drive major outage issues and ensure a positive customer experience. You will act as a customer advocate, collaborating with internal teams and external partners to drive timely and effective resolutions while keeping our customers updated on resolution progress.
Key Responsibilities:
- Provide proactive and reactive incident management for Business customers, utilizing your deep understanding of network infrastructure and service offerings.
- Demonstrate expertise in troubleshooting and resolving technical issues related to data, voice, IP, and managed services, leveraging your knowledge of support systems.
- Proactively communicate with customers throughout the incident management lifecycle, providing timely updates and managing expectations effectively.
- Collaborate with internal technical teams, sales teams, and external partners to escalate issues, facilitate conference bridges, and drive root cause analysis.
- Champion the use of automation tools, such as VEC, email statuses, and e-bonding, automation to streamline processes and improve efficiency.
- Demonstrate a proactive approach to problem-solving, identifying chronic issues and developing action plans to prevent recurrence.
- Participate in an on-call rotation to provide after-hours and weekend support to customers as needed.
Qualifications:
- Minimum 5 years of experience in a telecommunications customer support environment, with a proven track record of resolving complex technical issues.
- Comprehensive understanding of ***’s domestic and international telecom services, including data, voice, IP, and managed services.
- Strong analytical and problem-solving skills, with the ability to analyze circuit statistics and formulate action plans.
- Excellent interpersonal, written, and verbal communication skills, with the ability to communicate effectively with technical and non-technical audiences.
- Ability to work independently and prioritize multiple tasks in a fast-paced environment.
- Bachelor’s degree in a related field or equivalent experience preferred.
Additional Information
- This is a 24/7 operation, and the role may require working different shifts to support business needs.
- On-call availability is required to provide after-hours and weekend support to customers.
- Required: ability to obtain a Public Trust Security Clearance
About US Tech Solutions:US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring.
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