What are the responsibilities and job description for the Major Incident Manager - Strong in ServiceNow, ITSM tool position at Smart IT Frame LLC?
Job Title: Major Incident Manager - Strong in ServiceNow, ITSM tool
Location: Bellevue, WA (Hybrid) - Prefer locals
Employment Type: Fulltime/ Permanent
About Smart IT Frame:
At Smart IT Frame, we connect top talent with leading organizations across the USA. With over a decade of staffing excellence, we specialize in IT, healthcare, and professional roles, empowering both clients and candidates to grow together.
Job Summary:
The Incident Manager IM is a customer facing role and trusted account team member who works with our Premier Unified customers and Customer Service and Support engineers to manage complex reactive support scenarios and provide insights into operational health opportunities for customer accounts
KEY ACCOUNTABILITIES
1. Relationship Management
Know the customer and understand the impact to their business in reactive support scenarios
Conduct customer conversations across all management levels inc incident calls and monthly connections
Prioritize critical issues to ensure customer satisfaction
Set and manage support expectations with customers
Orchestrate support teams to resolve customer incidents
2. Proactive management of reactive experience
Acknowledge and respond to customers' requests promptly
Coordinate stakeholder involvement and track actions
Anticipate risks and escalations based on customer context
Proactively provide case updates regularly propose recommendations if necessary and take action based on the context of the case.
Experience Level: 7 years