Technical Incident Response Manager

6 meses atrás

Lisboa, Portugal Acronis Tempo inteiro

Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for a Technical Incident Response Manager who is ready to join our mission in creating a #CyberFit future

In this role you will function as an Incident and Escalation Manager for the Company's products and services. You will drive and supervise mitigation and resolution of high-impact and/or visibility incidents for the Company's partners and customers. Along with the technical teams, you will build efficient problem solutions, will establish trusted communications with the incident stakeholders, and will deliver actionable root cause analysis to the leadership team.

**WHAT YOU'LL DO**
- Supervise and coordinate Escalation Response Team activities during critical incidents (global incidents, executive escalations, large accounts at risk);
- Manage communications and activities on the escalated incidents from various internal stakeholders.
- Manage incident response lifecycle: preparation, mitigation, and root cause analysis after complete resolution.
- Facilitate weekly review of technical incidents and support volume drivers.
- Provide incident tracking and analytics for the VIP accounts management program.
- Report procedural inefficiency based on lessons learned and as a Customer Support liaison, work closely with Software Engineering, Data Center Operations, Product Management, and Customer Success departments to achieve optimal efficiency when working on the escalated incident.
- Work on additional technical tasks and projects assigned by the department leadership.

**WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)**
- Fluent English (both oral and written, C1/Advanced as a minimum as a minimum).
- 2+ years of experience working in a software vendor, MSP, and MSSP in an incident management or leadership role.
- IT background with solid technology fundamentals knowledge (virtualization, cloud, network, operating systems, storage systems, cyber security).
- Great communication skills and customer focus.
- Strong relationship-building skills (to be able to develop and maintain constructive relationships across departments and manages disagreements effectively).
- Ability to prioritize and switch between a variety of time-sensitive issues.
- Passion for troubleshooting and ability to come up with efficient solutions for complex issues.
- Mindset for process management and improvement, analytical and holistic approach for tackling the problems.
- Decision-making skills and commitment to customer service excellence.

**Would be considered plus if you have**
- Additional language (German, Spanish, Portuguese, or French).
- Project management practical experience or ITIL knowledge.

**WHO WE ARE**

Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.

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