Cincinnati Bell Incident Manager in Cincinnati, Ohio

Incident Manager

Cincinnati, OH

Job Purpose

The Incident Manager is an experienced operational role responsible for customer service and technical support for all business products supported by our operations center. This position requires seasoned experience in speaking directly to customers, management, as well as Engineers. Communication between internal and external contacts may revolve around a wide variety of technical issues/requests and process adherence. Responsibilities include providing and/or owning the necessary support in order to address the reported issues and/or requests in a manner that meets or exceeds agreed upon Service Level Agreements (SLAs).

Essential Functions

60%:

•Works with engineers, service desk analysts and other internal and external teams on support issues to ensure timely resolution and communication to the customer, as well as ticket resolution day to day responsibilities

•Assist with development of knowledge and provide input around process improvements as a result of identified incident issues

•Facilitates Carrier and Dispatch follow up and escalations as needed

40%:

•Works Cooperatively with other affiliated departments to maximize customer experience regarding resolution of reported repair concerns

•Develops and maintains relevant performance metrics

•Analyzes incidents and processes and identifies improvement opportunities

•Reviewing analyst performance against existing proven processes, to ensue adherence to processes

•Accurately assesses the risks associated with each process

•All other yet to be defined duties as needed

Education

•Two years of College/Technical School resulting in an Associate's Degree or equivalent

•ITIL Foundations v2 or v3 certification required

•CCNA highly preferred

Experience/Background

•3 to 5 years of experience

•ITIL Foundations v2 or v3 certification required

•Project coordination experience preferred

•Technical Change Management experience preferred

•Problem Managed experience preferred

Special Knowledge/Skills

•Strong analytical and process skills

•Strong communication skills (oral and written)

•Good customer contact skills (including presentation)

•Excellent office automation skills (word processing, spreadsheets and reporting)

Disability Accommodations

Cincinnati Bell and Cincinnati Bell Technology Solutions is an Equal Employment Opportunity / Affirmative Action employer and we provide reasonable accommodations for qualifying individuals with disabilities and disabled veterans in our job application and interview procedures. If you would like to request an ADA accommodation for any part of the application and/or interview process, please contact our HR Compliance Department at(513) 841-6310or send an email to recruiting@cinbell.com. If you should have any difficulty, you may use our alternative methods to express your interest in employment. A wonderful career awaits you!

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.