ILUS - Priority Incident Manager
ILUS - Priority Incident Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Overview
About Us
Daifuku is the nations leading independent provider of intelligent material handling systems. With hundreds of engineers inhouse the company designs manufactures integrates and installs the full spectrum of intralogistics solutions. We provide leadingedge conveyor and sortation systems voice and lightdirected order fulfillment equipment controls and software robotics mezzanines and structures.
If you want to join a team of industry leading experts and who want to create an impact on the future of material handling solutions we want to hear from you.
Position Summary
Experienced Priority Incident Manager with a strong background in managing highimpact IT incidents
ensuring rapid resolution and minimal disruption to business operations. Skilled in coordinating crossfunctional teams leading critical incident bridges and communicating effectively with stakeholders at all levels. Proficient in root cause analysis postincident reviews and continuous improvement of incident management processes.Demonstrates calm under pressure strong analytical thinking and a commitment to service excellence in 24/7environments.
Responsibilities
- Provide clear timely updates to all stakeholders
- Coordinate activities for all involved teams and stakeholders for rapid resolution
- Drive client satisfaction as the single point of contact through the delivery of quality and timely service
- Manage incidents with emergency or high priority to ensure timely resolution
- Maintain and manage an incident bridge for all priority incidents
- Record all actions taken during priority incidents
- Lead root cause and postmortem investigations
- Provide flexibility for on call schedule coverage
- Manages client escalations
- Creates and distributes customized reports and presentations for clients. Regularly schedules and presents reports to the appropriate stakeholders. Manage quarterly business review meetings with client executive leadership
- Identifies ticket trends and repeat issues create and work problem tickets to drive down ticket volume at sites.
- Provide leadership coaching and mentorship to less experienced team members
Qualifications
- High School diploma or equivalent
- ITIL foundation certification a plus
- Minimum of 5 years of experience in a customer support position
- Good verbal and written communication skills
- Strong customer service orientation
- Selfmotivated and detailoriented
- Creativethinking and problemsolving skills
- Computer skills including Microsoft Office
Required Experience:
Manager
Employment Type
Unclear
