Customer Incident & Change Manager 1

Voxai Solutions - Coppell, TX

Full-time

Coppell, TX

Professional, Scientific, and Technical Services

About the position

The Customer Incident & Change Manager at Voxai Solutions Inc. is responsible for overseeing the incident management and change management processes within the organization. This role requires a comprehensive understanding of ITIL principles and practices, as well as the ability to manage incidents and changes effectively across a multi-vendor environment. The manager will utilize common terminology and standards for incident classification and priority levels, ensuring that incidents are resolved efficiently and effectively. This includes tracking and reporting on major incidents, engaging the appropriate team members, and monitoring metrics for process effectiveness and efficiency. The role also involves fostering productive partnerships with internal service delivery teams to adhere to the incident management process and meet organizational expectations. In addition to incident management, the Customer Incident & Change Manager will articulate proposed changes, facilitate initial assessments, and manage change adoption. This includes defining change metrics, assessing change impact, and identifying risk mitigation tactics. The manager will also support communication efforts regarding change status and execution, engage senior leaders for approvals, and coordinate change management activities within project plans. Leadership and interpersonal skills are crucial, as the manager will need to build trust with various stakeholders, instill a sense of urgency, and foster collaboration among teams. Overall, this position requires a proactive approach to managing incidents and changes, with a focus on continuous improvement and alignment with Voxai's organizational goals.

Responsibilities

• Uses common terminology and standards for incident classification and priority levels across customers.
• Ensures optimized transfer of incidents between resolution teams to avoid delays in overall incident resolution.
• Tracks and reports progress for all Major Incidents, ensuring proper team engagement.
• Monitors metrics for process effectiveness and efficiency, ensuring smooth integration between key stakeholder groups.
• Fosters productive partnerships with internal service delivery/resolution teams to adhere to the incident management process.
• Reports and presents results and findings, along with actionable recommendations to senior leadership.
• Reports SLA adherence and provides metrics to the Customer Success Management team for customer satisfaction.
• Develops a broad understanding of technologies utilized in the customer environment, including infrastructure and Genesys applications.
• Manages problems and problem resolution to SLA standards.
• Articulates proposed changes, facilitating initial assessments for strategy and planning.
• Facilitates Change Metrics definition, targets, collection, and analysis.
• Manages and monitors change adoption, assessing and remediating as necessary.
• Assesses change impact with teams and architects, ensuring proper risk categorization.
• Identifies and manages anticipated resistance to change.
• Consults and coaches project teams on change practices and improvements.
• Supports communication efforts on change status and execution completion.
• Engages senior leaders for change approvals and communication.
• Coordinates efforts with other specialists and integrates change management activities into project plans.
• Evaluates and ensures user readiness for change execution.
• Measures success metrics and monitors change progress.
• Coordinates and participates in customer DR exercise planning and execution.

Requirements

• High school diploma/GED with 4 years of experience, or Associate's degree with 2 years of experience, or Bachelor's degree required.
• BS in Computer Science, Engineering, or related field or an equivalent combination of education and/or experience.
• Prior experience or knowledge in governing an incident management process in a multi-vendor environment.
• 1 year of experience with IT service delivery management in a multi-vendor, large complex environment is preferred.
• Demonstrated ability to translate ITIL principles into practice.
• ITIL certification higher than foundation level (e.g., intermediate, expert, master) is preferred or must be obtained within 6 months of employment.
• Technology service provider industry experience is preferred.

Nice-to-haves

• ITIL certification higher than foundation level (e.g., intermediate, expert, master) is preferred.
• Experience in a multi-vendor environment.