Dell Technologies

Incident Manager - U.S. remote

  • Dell Technologies
  • Round Rock, TX
  • 12 days ago

Job Description

Incident Manager

Dell Technologies customers expect great things from both our products and our services.

Incident Management is all about managing and overseeing seamless service delivery processes.

It’s a hugely varied field of work.

Processes range from incident management to change management, from configuration management to customer management.

The team makes sure disputes and technical issues are resolved.

We also provide excellent communication to the customer around every activity – from the tactical to the strategic.

The successful Incident Manager is primarily responsible for complex, escalated customer service requests (SR); ensuring these customer escalations are handled in an efficient, effective, & professional manner to minimize customer impact and maximize future customer loyalty.

The role requires the effective coordination, technical oversight and associated major incident management skills on a 24/7 basis to support customers who have purchased the Dell ProSupport offering, or any other customer escalation that meets pre-determined, internal criteria.

The Incident Manager will facilitate effective communication between all internal key stakeholders during an incident while concurrently maintaining transparency with the affected customer(s).

If required, the Incident Manager will complete a full analysis of an incident and deliver Closed Loop Corrective Action (CLCA) reports to the appropriate business area(s).

They will also drive case age reduction through coaching, mentoring and identifying key technical gaps or call avoidance opportunities.

Join us as an Incident Manager on our Product Services team in United States (remote) to do the best work of your career and make a profound social impact.

What you’ll achieve

As an Incident Manager, you will engage on complex technical SRs to prevent out-of-process escalations.

You will adopt and portray a professional approach to all customer situations and ensure commitments are set and adhered to accordingly; you will also ensure contractual service support requirements are understood, managed and delivered, and avoid over-delivery through effective expectation management.

You will:

Collaborate with the Technical Account Management (TSM) Organization through agreed processes

Upon request, coordinate and produce formal documentation for major escalations, such as summary reports, post-incident/root-cause reports and analysis reports

Development, issuing and overall control of communications both internal and external during a service engagement making sure all parties are kept appropriately up to date

Continuously identify and drive improvement to existing service processes and procedures by identifying CLCA opportunities, coaching targets and training gaps Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis, CLCA analysis and feedback as needed

Control and reduce escalations, both executive and non-executive by engaging proactively on identified cases and owning as required

Drive continual technical improvement through targeted certification (based on the needs of the business)

The Incident Manager is responsible for providing improved Solution Support capability in his/her functional group by:Attending all required technical, business and functional training sessionsChampioning a customer-focused service delivery methodology through cross queue coordinationDriving case ownership and managementDriving and sustaining improvements in overall SR age and all quality metricsDriving first time fix on all service calls

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table.

Here’s what we are looking for with this role:

Essential Requirements

5+ years of experience delivering successful complex IT services across a range of sectors

Minimum of 12 months in a technical support function (E.g. Quality lead, tech mentor, case mentor, dispatcher, Technical Account Manager, Etc.) or equivalent Services industry experience required

ITIL Foundation v.3 certification preferred but not required, commiserate with Job experience.

Possess a Customer-Focused mentality and a willingness to provide prioritization, planning, coordination, ownership and accountability for each escalation handled with tact and diplomacy always

Experience working in large technical support organizations preferred; able to quickly become effectively agile within the Dell Support Incident Team and beyond the organizational boundaries

Strong analytical / technical problem solving and troubleshooting skills across the wide range of industry hardware and software, with an emphasis on all Dell product offerings

Proven business acumen, intellectual capability, verbal and written communication / customer support / interpersonal / presentation / conflict resolution skills

Self-starter that is willing to learn and able to manage ambiguity and operate effectively with little supervision

Desirable Requirements

Bachelor’s degree

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow.

Our company is made up of more than 150,000 people, located in over 180 locations around the world.

We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life - while still having a life.

We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there.

We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era.

Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Dell will not tolerate discrimination or harassment based on any of these characteristics.

Dell encourages applicants of all ages.

Read the full Equal Employment Opportunity Policy here.

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