Incident Manager - San Ramon, United States - Five9

Five9 San Ramon, United States

1 week ago

Description

Job Description

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Five9 is currently looking for an Incident Manager to join our Strategic Customer Support team. The Incident Manager will be responsible for providing a customer facing Incident Management role to some of our largest and most strategic customers. This role will require the chosen resource to continue building a fine-tuned Incident Management process that involves both collaborations internally with our Technical Operations team, in addition to interfacing and providing clear, concise updates to customers during the incident, and post-incident. The Incident Manager will have the ability to assist in driving new process and procedure internally, fostering engagement, reporting and visibility of incidents and customer impact, along with visibility and tracking of post-incident problem tracking.

To be a successful Incident Manager at Five9, you should have the ability to learn and understand new technology, work with a wide array of customer contacts to include both technician/engineer level, in addition to providing executive level communication. An Incident Manager within our organization should excel at multi-tasking, high-stress situations, and remain authoritative at driving the customer facing side of the Incident.

Key Responsibilities:

Oversee the growth and development of the customer facing Incident Management process within Five9, working closely with the Customer Support organization and Technical Operations on process improvement and governance.
Respond to incidents within Five9, providing guidance to customer facing teams, overseeing customer communication, troubleshooting, and next steps.
Collaboration with the Technical Operations Incident Management team during incidents, and after to ensure all post-incident processes and problems have visibility and are tracked according to internal standard, and customer commitments.
Reporting & KPI Visibility for Incidents
Extremely high attention to detail with exceptional writing and editing skills.
Participate and provide value in Five9 Why's and Post Incident Analysis meetings, problem discussions, and tracking.

Key Requirements:

5+ years of Incident Management experience in a cloud / technical environment or similar experience
Fundamental understanding of IT Service Management (ITIL certification is preferred)
Experience using collaboration tools and ITSM platforms, for example: Salesforce and Jira
Excellent communication, organization
BS Degree in Information Systems Management or equivalent experience

This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid.

#LI-FI

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
Generous employee stock purchase plan.
Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

The US base salary range for this role is below. $79,400—$123,000 USD

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

View our privacy policy, including our privacy notice to California residents here:

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

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