Lead Incident Response Manager

About This Team:

The Critical Situation Management team is one of the key stakeholders in driving and maintaining customer confidence in our CSG Citrix BU range of products by ensuring swift uptime SLTs and addressing the Production down situation with collaboration and our Technical Support & Product expertise.
Job Description/Responsibilities:

• Primary Duties / Responsibilities:

  
  
• The Lead IRM is to ensure timely, professional and effective communication with the internal & external stakeholders for incidents engaged with. Requires deep knowledge of job area typically obtained through advanced education combined with experience.
• Tech-Savvy and capable to Scope, Analyze, Review and Assertively lead the communication with the esteemed Citrix Customers. Assess the customer sentiments, align appropriate internal resources to help mitigate the Production impacting situation at hand.
• Proactively addresses any issues impacting the effectiveness of CSG services and customer perceptions of deficiencies with respective stakeholders. Experience with customer facing roles, verbal communication with stakeholders and managing an escalated situation is a must.
• Manages the remediation process and technical resourcing by facilitating cross-departmental collaboration, coordinates the end to end customer experience and owns the internal and if needed, external communications.
• Acts as the Citrix Customers and Account team’s custodian and primary contact during Critical situations.
• Mentors the team on communication skills, situation handling, technology and innovations. Coaches, reviews, and delegates work to lower level employees.
• Works with the Technical Specialists a.k.a SMEs to manage the Escalation and Resolution of problem presented and resolves incidents timely. Technical know-how is crucial to enable the lead IRM enact and take control of the call.
• 24x7 coverage - Must be available to work Weekends and Holidays on an rostered shift schedule basis.
• Demonstrates positive attitude to constructive feedback. Skilled to assess and act with very good verbal and written communication skills. A good team member understands, and help the team with feedback with contributes to continued improvement plan.
• Team lead and a team player, works closely with Management for typical scenarios (like. Political, Hot, Escalated complicated scenarios, etc..)
• Should be a able to timely escalates issues, seek advice and approval when needed. Quick to think on feet and leads and participates in projects relating to the continuous improvement programs.

Qualifications (Knowledge, Skills, Abilities)

Note: This is an Individual Contributor role(IC). Candidates only with 10 - 12+ years of experience with requested skillset & preferred additional breadth of knowledge will be shortlisted.

• Exceptional communication skills (written and verbal) is a must.
• Existing or on Interim lead role handling a team of at least 5-8 people. An ardent customer advocate, able to understand and articulate the situation verbally and is confident to get on a call with Customer or internal leadership. Finesse when it comes to writing to executives / customers and document a situation well.
• Proven experience managing customer escalations within a Technical Support environment.
• Demonstrates ability to discuss and develop strong relationships with multiple levels of customer. Inquisitive with ability to question, propose and articulate a reasonable solution.
• Working knowledge in Technical support,  quick grasp of business objectives, ability to scope a scenario well and derive to a possible way forward plan.
• Ability to facilitate and manage cross-team collaboration to solve Customer issues. Open to work individually or in team, share thoughts, question.
• Knowledge of broad technologies (Cloud, Virtualization, Network, Operating Systems, Remoting, etc..) with emphasis on Virtualization, Networking and / or Storage is mandatory. Worked on Microsoft OS, End-user computing will be beneficial.
• Demonstrates command while working with a group of individuals, share feedback, can lead the call as needed.
• Experience creating concise reports for customers, following customer situations / incidents (Incident reports and RCA).
• Prior experience working for a global IT Vendor in a similar role or Knowledge of Software Development Lifecycle Management and software defect tracking will be preferred.
• B.E / B.Tech. or Bachelor's degree with at least 10+ years of relevant experience is a must.
• Industry certifications (PMP, ITIL, Six Sigma), Project management exposure, with proven methodologies will be added advantage.
• Proven experience leading formal customer meetings with all levels. If possible including C / Sr. Mgmt. levels.
• Scripting, Knack towards automation and programming will be added advantage.

About Us:

Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world’s largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks.  Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process,  please contact us at (800) 424-8749 or email us at AskHR@cloud.com for assistance.