Global Crisis Manager for IT Services in Lisbon
1 semana atrás
Role Summary
We are seeking a seasoned Crisis Manager to join our team in Portugal, focusing on IT services for Japan portfolio. As a key member of our Critical Situation Management & Escalation Team (CMET), you will be responsible for managing Premier Customers' critical situation incidents, ensuring timely and effective responses to their needs. This is a unique opportunity to leverage your expertise in crisis management, technical skills, and language proficiency to drive business success.
Key Responsibilities
- Deliver high-quality customer and partner experience through proactive incident management, effective communication, and timely resolution of critical situations.
- Own and manage critical situations, escalating issues when necessary to ensure seamless service delivery.
- Develop and maintain strong relationships with Premier Customers, understanding their business needs, and providing tailored solutions to meet those needs.
- Identify systemic issues and process breakdowns, proposing improvements to enhance the CritSit Process and overall service quality.
- Act as a Crisis Manager in catastrophic outage situations, leading project teams to resolve complex issues and restore services.
- Pursue proactive actions to prevent future issues, collaborating with internal groups to improve processes and tools.
Requirements
- Fluent in English and Japanese (spoken and written)
- Service delivery experience preferred, with a strong understanding of Microsoft products and technologies
- Excellent organizational, problem-solving, and technical skills, with the ability to work non-standard hours as required
What We Offer
- Opportunities for career advancement and professional development in international markets
- Challenging projects with a focus on digital transformation and crisis management
- Support for professional and personal development, including a career plan and training opportunities
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