Production Support Analyst 1 Req I D
The Client Experience Cloud solutions provide thousands of enterprises with deep insight into their customers, along with creation and management of content, assets, and personalized campaigns. Client Experience Cloud brings together all of your marketing tech in a single place, so you can do everything from managing your content and delivering email campaigns to automating your ad buying and measuring your success.
Service Management is part of Digital Experience and we have an exciting and meaningful mission: using the DevOps model, implemented through SRE, we ensure that Client's platforms and products are built and operated for reliability and efficiency. We drive the quality of Client operational services to deliver a world-class customer experience through the delivery, management, and measurable excellence of our Global Operation Center, and Service Management teams."
The Service Management team in the Client Digital Experience business unit is looking for an Incident Manager in the Operations Center. Are you excited about the prospect of affecting change for both the company and customers? We need someone who can guide people from different organizations through the incident lifecycle. From leading the initial incident response to assisting in problem management. You ensure that your incident response and management is delivered to an industry standard processes.
Execute incident management process
Facilitate incidents through the entire incident lifecycle
Provide clear, accurate, and timely updates to internal partners and management during incidents
Ensure that incident data, reports, customer facing statements and root cause data are accurately documented and distributed within agreed timeframes
Analyze and provide visibility into incident data to call out key data, trends, pain points, etc.
Sound communication skills (verbal and written)
Balance strength and diplomacy
Strong influencing and negotiating skills
Experience managing complex, multi-faceted projects
Strong collaboration skills working with local and remote teams
A bachelor's degree or equivalent
The ability to see the big picture & to create a clear, focused plan out of a world of noise
A motivated, can-do attitude
You will also be:
Able to grasp complex technical concepts & translate them into a simple to understand language
Able to act in the implementation of new processes & improvement of existing processes
Able to maintain calm in high-pressure situations
Ambitious, willing to ask questions and use information to aggressively effect change & achieve results
Someone who works well with a variety of different personality types
Able to think through complex issues & propose alternative solutions to problems
Unflappable - able to take change in stride
Able to infect the team with your passion and enthusiasm
Preferred skills and knowledge:
Solid understanding of Event, Incident, Problem, and Change Management processes in ITIL
Experience crafting and implementing new processes and improving existing ones
Project / Program Management experience preferred
Strong product knowledge of the Client Experience Cloud products
Experience managing projects with remote/geographically dispersed team members
Experience using MS Office products (Excel, Word, Outlook, PowerPoint, Excel)