Senior Incident Management Specialist (Customer Support)

Ensure swift, high-quality resolution of complex incidents impacting customers, independently managing cases within SLAs and documenting communications with precision. Serve as an incident management process and tool expert, and act as a key escalation point for high-priority situations. Mentor and train new hires, run refresher sessions, and maintain training materials. In the Group Lead’s absence, reallocate tasks and support specialists while driving continual improvements through post-incident reviews.