Assistant Manager - Incident Management

Role Overview :

This role as an Assistant Manager in Incident and Problem Management at GreyOrange requires a seasoned professional with a strong operational support background and extensive experience in customer service. The ideal candidate will be a strategic thinker, adept at managing teams and ensuring high-quality technical support for both internal and external clients.

Responsibilities:

• Manage and coordinate incident and problem management processes.
• Act as a single point of contact for technical support for internal and/or external clients.
• Provide support to end-users on a variety of platforms and applications.
• Handle customer communication and ensure a high level of customer service.
• Participate in formal incident management processes with both internal and external teams.
• Identify patterns in technical issues and develop strategies to enhance customer support.
• Supervise and lead a team of support technicians to ensure effective support operations.

Requirements:

• Bachelors degree or equivalent work experience in customer service or technical support.
• At least 7-12 years of experience in incident management, problem management, or related fields.
• Proficiency in ServiceNow, ITSM, JIRA and Zendesk is preferred.
• Strong background in customer support, with a proven track record of managing teams.
• Excellent communication skills for customer interaction and team management.
• Experience in handling Global customers.
• Familiarity with service management concepts such as ITIL, Incident and Problem Management, Change Management, Escalation Management, Process Improvement.
• Ability to manage service requests, incident management, problem management, and process management effectively.

Equal Opportunity Employer:

GreyOrange Inc. is an equal employment opportunity employer. The company s policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, veteran status, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. GreyOrange also prohibits harassment of applicants or employees based on any of these protected categories.