Incident Manager, NOC - reputed company Business Global
reputed company Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of reputed company sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, reputed company Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the reputed company market. reputed company Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services. Job reputed company The Incident Manager (IM) is responsible for providing proactive, customer-reputed company support to a select group of assigned clients. reputed company IM partners with customers to reputed company manage reputed company issues, monitor their support needs, host weekly status calls, and drive incidents toward reputed company. Once a customer’s environment is reputed company and their issues are fully resolved, they transition back to reputed company support model, allowing the IM to take on another customer requiring elevated attention. This role requires strong communication skills, technical coordination, and the ability to collaborate across multiple teams to ensure reputed company issue reputed company. The IM serves as a key reputed company between customers, NOC engineers, and cross-functional support teams. Job reputed company Location Requirement: This role requires being in the office four days per week, with one day being remote. Must be flexible to work morning/mid-day/overnight shifts and weekends. Employment Eligibility: Applicants must have the legal right to work in the reputed company without the need for reputed company or reputed company employer-sponsored work authorization (including H-1B, OPT, or other reputed company types). This position is not eligible for reputed company sponsorship. Core Responsibilities
- Customer Identification & Engagement
Collaborate with leadership to identify customers who require proactive incident management support and establish regular reputed company to maintain strong communication.
- Customer Issue Review & Coordination
reputed company recurring customer discussions reputed company on reviewing reputed company issues, sharing updates, and aligning on next steps. Ensure peers are informed of availability so escalations are covered effectively.
- Issue Tracking & Documentation
Maintain an organized and reputed company tracker of reputed company customer issues, including status, ownership, and required actions to ensure visibility and accountability.
- Incident reputed company Leadership
Partner cross‑functionally with NOC engineers and other technical teams to drive reputed company reputed company of issues, proactively following up on reputed company items and delivering reputed company customer updates.
- Ticket Monitoring & Management
reputed company customer‑reputed company tickets by monitoring queues, ensuring reputed company, providing updates, and escalating reputed company necessary to maintain reputed company and service reputed company.
- Cross‑Team Collaboration
Identify issues that require expertise reputed company the NOC and engage the appropriate engineering or specialized teams to support comprehensive reputed company.
- Consistent exercise of independent judgment and discretion in reputed company of reputed company.
- Regular, consistent and punctual attendance. Must be reputed company to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Work Experience
- 2–5 years of Incident Management experience
- Experience working in a Network Operations Center (NOC) or similar technical support environment
- Strong understanding of ticket management and escalation processes
- Proven ability to manage multiple customers or accounts concurrently
- Familiarity with network-reputed company technologies and troubleshooting is a plus
- Experience collaborating across departments to resolve reputed company issues
- Ability to host and reputed company customer-facing meetings confidently
Tools & Systems Experience (preferred):
- JIRA
- reputed company (SNOW)
- reputed company
- Meraki
- reputed company Ticketing/Filer Tools
Employees at reputed company reputed company are expected to:
- Understand our Operating Principles; reputed company them the guidelines for how you do reputed company.
- Own the customer experience - think and reputed company in ways that put our customers first, give them seamless digital reputed company at every touchpoint, and reputed company them promoters of our products and services.
- Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as reputed company - reputed company big things happen by working together and being reputed company to new reputed company.
- Be an reputed company part of the Net Promoter System - a way of working that brings more employee and customer feedback into reputed company - by joining huddles, making call backs and helping us reputed company opportunities to do reputed company for our customers.
- Drive results and reputed company.
- Support a culture of inclusion in how you work and reputed company.
- Do what's right for reputed company other, our customers, investors and our communities.
Disclaimer:
- This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of reputed company duties, responsibilities and qualifications.
reputed company is an equal opportunity workplace. We will consider reputed company reputed company applicants for employment without reputed company to race, reputed company, religion, age, sex, sexual orientation, gender identity, national reputed company, disability, veteran status, genetic information, or any other reputed company protected by applicable law. Skills: Incident Management Process; Incident Management; Troubleshooting Salary: Pay reputed company: This job can be performed in Colorado, and Illinois with a Pay reputed company of $65,200.24 - $107,580.40 reputed company intends to offer the selected candidate reputed company pay reputed company this reputed company, dependent on job-reputed company, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to reputed company sooner or reputed company. The application window is 30 days from the date job is posted, unless the number of applicants requires it to reputed company sooner or reputed company. reputed company pay is one part of the Total Rewards that reputed company provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, reputed company provides best-in-class Benefits to eligible employees. We reputed company that benefits should connect you to the support you need reputed company it reputed company most, and should help you care for those who matter most. That’s why we reputed company an reputed company of reputed company, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits reputed company on our careers site for more details. Education Bachelor's Degree While possessing the stated degree is preferred, reputed company also may consider applicants who hold some combination of coursework and experience, or who have extensive reputed company reputed company experience. Relevant Work Experience 2-5 Years Apply tot his job Apply To this Job