Job Level
Senior
Tech Stack
Cloud
About the role
- Monitor and analyze technical incidents, identifying patterns, recurring issues, and potential systemic problems
- Surface improvement opportunities from incident data and share findings with relevant teams
- Provide feedback on operational efficiency and suggest enhancements to troubleshooting workflows
- Act as the bridge between Product Support, Product Teams, CSMs and Clients, ensuring stakeholders are informed of service issues and trends
- Participate in client-facing discussions regarding incidents, service disruptions, and long-term resolutions
- Collaborate with engineering, product, and operations teams to improve incident resolution times and service quality
- Correlate related incidents and assist in root cause analysis efforts, tracking RCA follow-up actions
- Track and report on key ticket management metrics, ensure SLAs are met, and develop reports, dashboards, and processes to surface operational insights
Requirements
- 5+ years of experience in a Service Management, Technical Support, or Incident Management role in a SaaS or cloud-based environment
- Strong technical skills with the ability to discuss system behaviors, outages, and product issues in detail
- Experience with incident management, root cause analysis, and service delivery frameworks (ITIL a plus)
- Excellent analytical skills, with the ability to recognize trends and patterns in technical incidents
- Excellent communication and stakeholder management skills, capable of explaining incidents and service performance to both technical and non-technical audiences
- Proficiency in service monitoring tools, ticketing systems, and performance dashboards