Senior Incident Manager

We're looking for the Senior Incident Manager to join our global team. You'll be the main point of contact for technical support in your region, coordinating teams during urgent outages. We need someone who can communicate, organize, and represent our customers and support the organization during high-impact events.

• Lead technical teams during critical incidents to ensure timely resolution in Production environments.
• Serve as an escalation point for support teams, customers, and external parties to drive incident resolution.
• Facilitate communication between internal teams, stakeholders, and customers throughout the incident life cycle.
• Represent Technical Support team in Incident Management calls for single or multi-customers.
• Coordinate with NOC, Engineering, Operations, and R&D to assess impact and progress during incidents.
• Ensure proper staffing for a surge of calls, particularly during events, by engaging Tech Support Management.
• Develop and implement policies and procedures for effective incident reporting, management, and escalation.
• Contribute to the evolution and improvement of incident management processes, integrating with other processes and frameworks such as ITIL methodology.

• Bachelor’s degree in business information systems or related field required, MCP, MCSA certifications preferred.
• 5+ years' experience in technical support, preferably supporting Internet Service Providers, networks, and/or Business Software.
• Minimum six years experience with advanced knowledge in Contact Center Software, Telecommunications, Computer Networking, Programming, and Integrations.
• Excellent technical, analytical, and problem-solving skills in high-pressure, complex environments.
• Strong written and verbal communication skills, ability to communicate effectively across all company teams.
• Demonstrated ability to work independently as part of a larger team in a fast-paced, agile environment, with assertiveness and critical thinking.

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 10986
Role Type: Individual Contributor