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Incident & Problem Manager

Israel - Ramat-Gan · Full-time · Leader

About The Position

We are looking for a dynamic Incident & Problem Manager to join our customer experience unit. In this role, you'll lead the problem management process to swiftly resolving and restoring our support operations. You will also log and categorize recurring incidents to improve incident management protocols. As an Incident & Problem Manager, you will interact with a wide range of users and systems. You will learn a great deal about the company, how it operates, and the specific tasks and responsibilities within our customer experience unit. 

To succeed as a problem manager, you’ll need an aptitude for picking up new technologies and procedures. An outstanding incident manager should excel at multitasking and remain judicious during major incidents.

Responsibilities

  • Managing the lifecycle of all problems
  • Working proactively to prevent incidents from happening, and minimizing the impact of unavoidable incidents
  • Making temporary solutions (workarounds) available to Incident Management
  • Performing trend analysis of important services or historical incidents and constantly identifying gaps and risks, while taking initiative to find solutions and executing them
  • Contributing to program methodology building, based on lessons learned, processes and gained experience
  • Collaborating with most departments and key stakeholders (Support, Training, Product, Customer Success, Marketing, R&D, DevOps)

Requirements

  • 1-3 years experience working in a support management role in a tech environment - a must
  • Excellent verbal and written communication skills in English and Hebrew
  • Ability to analyse a high volume of technical data and work in a fast-paced environment.
  • Great multitasking and time-management skills
  • A penchant for solving problems and continuously improving
  • Attention to detail
  • Ability to work under pressure
  • Methodological and analytical
  • Ability to work independently and be transparent and accountable

 

Nice to have:

  • Experience in customer support practices and methodologies
  • Experience creating and writing workflow and support processes
  • Experience with WordPress / Elementor

Apply for this position