about 4 hours ago
Sandy, UT, USA
Senior
Responsibilities
- Act as an R&D focal point for customer reported incidents, including replicating and diagnosing potential software bugs.
- Consult with technical support on identifying bugs and proper use of products and features.
- Maintain comprehensive incident documentation, including incident reports, root cause analyses, and resolution details.
- Facilitate communication between tech support, R&D teams, and other relevant departments.
- Optimize or develop incident management tools and technologies to enhance incident tracking and resolution.
- Effectively manage escalated or high impact issues.
- Provide clear and timely updates to stakeholders during incidents, including status updates and resolution timelines.
- Implement recommendations based on review findings to improve future incident response and prevention.
- Develop and deliver training programs for tech support and NOC teams to improve incident detection, escalation, and handling.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Relevant certifications (e.g., ITIL, Incident Management) are a plus.
- 5+ years of experience in technical troubleshooting, preferably in a software or IT environment.
- Proven track record of managing complex incidents and coordinating cross-functional teams.
- Strong technical knowledge of software systems and case management processes.
- Excellent problem-solving and analytical skills.
- Effective communication and interpersonal skills.
- Experience with incident management tools and platforms (e.g., JIRA, ServiceNow).
- Ability to work under pressure and manage multiple priorities.