Description
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
The Senior Major Incident Responder role is responsible for managing Critical and High outages, operational support direction, support operations related services, and on-going support of loyalty’s contact center managed operations clients. This role is also responsible for assisting in the leadership of operational engagements that provide focused support to clients who need additional resources. The role functions as a trusted advisor to TTEC’s clients, and responsibilities include oversight of Incident Management operations, maintaining and improving client relationships, ensuring client satisfaction, and mitigating risks.
The Senior Major Incident Responder manages internal and external communications regarding the client engagement during Critical and High outages. The Senior Major Incident Responder also assists in ensuring client satisfaction with TTEC during and after the transition between project-related implementation activities and Day-2 support. Finally, the Senior Major Incident Responder participates in post-incident and postmortem activities, including assisting with identifying the need for, and creation of, internal knowledge base documentation.
The Senior Major Incident Responder role is responsible for managing Critical and High outages, operational support direction, support operations related services, and on-going support of loyalty’s contact center managed operations clients. This role is also responsible for assisting in the leadership of operational engagements that provide focused support to clients who need additional resources. The role functions as a trusted advisor to TTEC’s clients, and responsibilities include oversight of Incident Management operations, maintaining and improving client relationships, ensuring client satisfaction, and mitigating risks.
The Senior Major Incident Responder manages internal and external communications regarding the client engagement during Critical and High outages. The Senior Major Incident Responder also assists in ensuring client satisfaction with TTEC during and after the transition between project-related implementation activities and Day-2 support. Finally, the Senior Major Incident Responder participates in post-incident and postmortem activities, including assisting with identifying the need for, and creation of, internal knowledge base documentation.
What You’ll be Doing:
Timely and Effective Management of internal and external communications
What You Bring to the Role
About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
#LI-RemotePhilippines
