Senior Engineer - Cloud & Infra Management

Role Description

The Incident Manager IM is a customerfacing role and trusted account team member who works with our PremierUnified customers and Customer Service and Support engineers to manage complex reactive support scenarios and provide insights into operational health opportunities for customer accounts The goal of the IM is to be the customer advocate and enable resolution of Reactive Issues through the following key activities

Engage with customers to address reactive support queries

Represent the customers business impact during escalations

Drive the endtoend problem resolution

Key Accountabilities

1Relationship Management

Know the customer and understand the impact to their business in reactive support scenarios

Conduct customer conversations across all management levels inc incident calls and monthly connections

Prioritize critical issues to ensure customer satisfaction

Set and manage support expectations with customers

Orchestrate support teams to resolve customer incidents

2Proactive management of reactive experience

Acknowledge and respond to customers requests promptly

Coordinate stakeholder involvement and track actions

Anticipate risks and escalations based on customer context

Proactively provide case updates regularly propose recommendations if necessary and take action based on the context of the case

3Escalation Handling

Drive highrisk escalations to resolution by establishing clear communication channels documenting and tracking agreed actions and maintaining an orchestration role across multiple stakeholders

Understand the cause of the escalation its business impact and level of urgency from Customer and other stakeholders

4Critical Thinking

Partner with engineers as needed to complete root cause analysis of customer issues and prevent future occurrences

Establish a customer obsession approach that puts the customer and the customer operational health in the center

Prioritize workloads against agreed procedures

5Incident Administration

Monitor reactive cases owned by internal support organizations

Provide regular updates to both customers and interna stakeholders to confirm case status and progression

Qualifications

Ability to meet Microsoft customer andor government security screening requirements are required for this role

Skills High Level Detailed Skill Requirements Listed Below

Excellent communication skills with the ability to tailor messaging to both technical and nontechnical as well as operational and executive level stakeholders

Develop and maintain collaborative working relationships with others Recognize different values and styles and respect others unique characteristics or strengths

Situational management Highly organized with the ability to adapt to changing priorities and act confidently in uncertain situation

Strong listening skills and the ability to translate that listening into customer service and support action

Highly organized with the ability to adapt to changing priorities and act confidently in uncertain situations

Able to work to tight timeframes in a fast paced highvolume environment

Demonstrated problem solver with the ability to develop and execute a plan to achieve specific goals

Selfmotivated proactive and customercentric attitude

Demonstrated aptitude to learn new technologies

Required

3 years of experience in supporting enterprise technologies

Bachelors degree or equivalent experience

OPreferred Computer Science Information Technology Business Management Communications

Strong English written and verbal communication skills

oOther languages may be required depending on location and area to be supported

Strong stakeholder engagement and collaboration

Positive energetic enthusiastic attitude

Excellent at multitasking task prioritization

Skilled use of the Microsoft Office Suite eg Word Outlook PowerPoint etc

Ability to apply judgement in high pressure situations with minimal external guidance

Understanding of reactive case lifecycle and troubleshooting methodology

Ability to learn new skill sets and consume role bases continuing education while balancing daily workload responsibilities

Preferred

3 years of experience in supporting Microsoft enterprise technologies

Customer Service Management experience in an IT related environment

Familiarity with Microsoft productsservices

Skilled use of Microsoft Power BI reporting

Track record in successfully coordinating activities that involve crossteam of internalexternal contacts

ITIL certified

Outgoing personality comfortable with build new relationships and taking on new challenges

Other Details

Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity.

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits And Perks

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer

The compensation and benefits information provided herein is accurate as of the date of this posting.

LTIMindtree

is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.