Incident Manager
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Job Location:
Monthly Salary:
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
At F5 we strive to bring a better digital world to life. Our teams empower organizations across the globe to create secure and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity from protecting consumers from fraud to enabling companies to focus on innovation.
Everything we do centers around people. That means we obsess over how to make the lives of our customers and their customers better. And it means we prioritize a diverse F5 community where each individual can thrive.
Role Overview:
The Incident Manager exists to manage customer incidents as raised to Global Services. Typically a standard incident may become acute or be a high impact to a customer and therefore requires continual management both internal to F5 and externally with the customer and/or partner. Primarily the focus of the Incident Manager is external to set realistic expectations with the customer ensure any commitments are maintained and to drive the plans for incident management to a successful conclusion. It will also include the need to interact at a technical and management level including executives and will require verbal and written communication. Multiple incidents may be managed at any one time and an incident can exist for a few hours up to several weeks. Lastly the Incident Manager is expected to compile statistics and reports associated to incidents for either internal or external consumption.
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What Youll Do:
- Responsible for upholding F5s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
- Take overall control of Incidents as assigned to you by your manager or through the incident management process.
- Provide action plans associated to incidents and manage plans through to closure.
- Using leadership drive action owners critical to the success of plans.
- Write customer facing communication documentation and reports associated with individual incidents and regarding Incident Management in general.
- Be the face of F5 Global Services associated to a specific incident.
- Perform back-office functions related to reporting and statistics.
- Use the support escalations page to maintain status and next steps.
- Develop and maintain all the operating procedures relating Incident Management.
- Articulate technical plans to non-technical audiences.
- Perform other related duties as assigned.
What Youll Bring:
- 5 years management experience in a customer service role
- BA/BS or equivalent degree in different theatres or relevant business/industry experience
- Experience in a technical support role a plus
- Practiced Leadership
- Intermediate to advanced knowledge of Excel PowerPoint and other Microsoft packages
- Self-motivated and proactive
- Assertive and confident
- Excellent verbal and written communication skills
- Ability to liaise with people at all levels in an organization.
- Energetic and enthusiastic
- Committed and ambitious
- Ability to work in a highly collaborative team environment.
What Youll Get:
- Hybrid working mode
- Career growth and development opportunities
- Recognitions and Rewards
- Employee Assistance Program
- Competitive pay comprehensive benefits and cool perks
- Culture of Giving Back
- Dynamic Diversity & Inclusion Interest Groups
#LI-VR
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However the description may not be all-inclusive and responsibilities and requirements are subject to change.
Please note that F5 only contacts candidates through F5 email address (ending with @) or auto email notification from Workday (ending with or @).
Equal Employment Opportunity
It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race religion color national origin sex sexual orientation gender identity or expression age sensory physical or mental disability marital status veteran or military status genetic information or any other classification protected by applicable local state or federal laws. This policy applies to all aspects of employment including but not limited to hiring job assignment compensation promotion benefits training discipline and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting .
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Customer Service
- Employee Evaluation
- Management Experience
- Math
- Employment & Labor Law
- Sanitation
- Leadership Experience
- P&L Management
- Mentoring
- Supervising Experience
- Restaurant Management
About Company
F5 application services ensure that applications are always secure and perform the way they should—in any environment and on any device.
