Voxai Solutions - Coppell, TX
posted 3 months ago
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.