Job Summary The Teleperformance USA IT department is searching for an energetic Technology professional to manage escalated support issues for their worldwide call centers.
As an Incident Management Manager, this individual must be able to work in a fast-paced environment utilizing multi-tasking, strong coordination and communications skills.
They will be required to take ownership of identified issues and help resolve them as quickly as possible through strong individual troubleshooting skills and engagement of other IT employees.
This individual will be responsible for communicating status of issues real-time and after-the-fact to both internal and external parties through verbal and written communication.
The IMM will also be responsible for ongoing maintenance of Teleperformance's technical documentation and using that documentation to assist in performing an impact analysis for internal projects and change management
Duties / Responsibilities As a follow-up to their management of escalated issues, this individual will take responsibility for ensuring receipt of timely and accurate root cause analysis documents Qualifications : Truly excellent written and verbal English (they have to work with our clients (not customers, our actual clients) and run the conference bridges that host our outage troubleshooting.
They also have to provide professional documents called Root Cause Analysis documents that our clients read
Applicants will be requested to provide a sample of some technical writing they have completed.
They have to be confident without being arrogant so that they can control those outage bridges without causing offense or losing control of the conversation.
They have to be a puzzle-solver, a born troubleshooter