As an Incident Manager, I am aligned to specific customer accounts and partner with the Customer Success Account Managers to own the reactive business and advisory case management.
As part of the account team, as an Incident Manager, I worked directly with the customer and provided operation status reports to the Customer Success Account Managers and customers.
I am managing customers in partnership with the Customer Success Account Managers to manage the different contracts of the customers.
The customer profile is in telecommunication.

I have ongoing oversight and ownership of reactive and advisory case management.
To regularly interact with customers and engineers to promote healthy progression of incidents.
Perform administrative tasks for the reactive parts.
I’m involved in ensuring positive customer satisfaction by managing case-progressing communication, engineer reassignment, and case severity adjustments.
I am involved in the Mentoring program as a mentor for new joiners, offering my advice and guidance to help foster and promote the professional development of the new employee and also helping them to become contributing members of the department.