Customer Incident Manager
Substance
Bucharest
1 zi în urmă

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone from emerging artists to global brands everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity.

We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The challenge

The Adobe Experience Cloud solutions provide thousands of enterprises with deep insight into their customers, along with creation and management of content, assets, and personalized campaigns.

Adobe Experience Cloud brings together all of your marketing tech in a single place, so you can do everything from managing your content and delivering email campaigns to automating your ad buying and measuring your success!

Service Management is part of Digital Experience and we have an exciting and meaningful mission : using the DevOps model, implemented through SRE, we ensure that Adobe’s platforms and products are built and operated for reliability and efficiency.

We drive the quality of Adobe operational services to deliver a world-class customer experience through the delivery, management, and measurable excellence of our Global Operation Center, and Service Management teams."

In 2020, CloudEngineering focus areas include improving how we respond to incidents, how we improve root cause analysis, how we measure the effectives of fixes, and where we can apply event driven automation to reduce customer impact and reduce toil.

Our team is building a pipeline, that will guide improvements from an idea to a standard, with the goal of developing the implementation and reporting of our cloud standards, for Adobe engineering teams.

The Service Management team in the Adobe Digital Experience business unit is looking for an Incident Manager in the Operations Center.

Are you excited about the prospect of affecting change for both the company and customers? We need someone who can guide people from different organizations through the incident lifecycle.

From leading the initial incident response to assisting in problem management. You ensure that your incident response and management is delivered as an industry standard processes.

Responsibilities

Execute incident management process

Facilitate incidents through the entire incident lifecycle

Provide clear, accurate, and timely updates to internal partners and management during incidents

Ensure that incident data, reports, customer facing statement and root cause analysis are accurately documented and distributed within agreed timeframes

Analyze and provide visibility into incident, problem, and change management data to call out key data, trends, challenges, etc.

Requirements

Sound communication skills (verbal and written)

Balance strength and diplomacy

Strong influencing and negotiating skills

Experience managing complex, multi-faceted projects

Strong collaboration skills working with local and remote teams

A bachelor's degree or equivalent

The ability to see the big picture & to create a clear, focused plan out of a world of noise

A motivated, can-do attitude

You will also be :

Able to grasp complex technical concepts & translate them into simple to understand language

Able to act in the implementation of new processes & improvement of existing processes

Able to maintain calm in high-pressure situations

Ambitious, willing to ask questions and use information to aggressively effect change & achieve results

Someone who works well with a variety of different personality types

Able to think through complex issues & propose alternative solutions to problems

Unflappable - able to take change in stride

Able to infect the team with your passion and enthusiasm

Preferred skills and knowledge :

Solid understanding of Event, Incident, Problem, and Change Management processes in ITIL

Experience crafting and implementing new processes and improving existing ones

Incident / Project / Program Management experience preferred

Strong product knowledge of the Adobe Marketing Cloud products

Experience managing projects with remote / geographically dispersed team members

Experience using MS Office products (Excel, Word, Outlook, PowerPoint, Excel)

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