Incident Manager Americas - Vancouver, Canada - OneSpan

OneSpan

Verified Company

Vancouver, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The future of work is flexible, and so is OneSpan.

Our teams have proven that they are able to achieve their goals together while being apart throughout the global pandemic, and we are embracing work flexibility.

Many positions and locations will provide you with the choice of in office work, distributed or hybrid. We collaborate with each employee to develop their preferred work environment.

You are part of the OneSpan Customer Support organization, providing a World Class Customer Experience.

The Incident Manager drives the communication and incident response during critical incidents, supported by the OneSpan incident response team.

In doing so, you have a direct impact on the Customer Experience, turning the most difficult situations into the best possible customer experience.

The Incident Manager Americas has responsibility in the Americas region for the handling of Priority 1 and 2 incidents, Customer Support service improvements and Escalation management.

The role is accountable for meeting the Service Levels for Priority 1 and 2 incidents and global incidents, as well as monitoring the Customer Support process in the Americas, suggesting and executing upon agreed improvements ensuring a world class customer support service, assuring compliance and alignment with global operational standards, procedures and best practices.

World class customer support
We are fully committed to our customers' success.

Our knowledgeable and highly responsive services and support team's mission is to ensure timely implementation and problem resolution in the most courteous manner.

Job Duties and Responsibilities

Represents first stage of vertical escalation
Point of contact, coordinator and mediator for all Priority 1 & 2 (Major) Incidents
Local coordination and management of operational activities for global incidents
Responsible for planning and coordinating all the activities required to perform, monitor, and report on the incident management process
Responsible for the effective implementation of the Incident Management Process
Creates, produce and analyze reporting for KPIs and ticket management
Monitor the tickets to ensure that the SLA's are respected
Identify trends and patterns, initiate, schedule and conduct ticket reviews
Ensures Quality Control for Customer Support process
Establish continuous improvement cycles where the people, performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. Track service & process improvements and report on progress.
Ensures compliance to global operational standards, procedures and best practices.
Always ensures protection of customer systems and information
Position could include shift work and/or oncall duties

Requirements:

Bachelor's in computer science or equivalent
5+ years' experience in a Customer/Technical Support environment ideally in public SaaS / Cloud services and/or cyber security

Windows

MS Office
Strong communication skills (written/spoken)
Wellorganized with attention to detail
Good customerapproach/very customercentric
ITIL-Foundation

Nice-to-haves

The more of the following, the better:
Operating Systems (Linux, Mac OS X,)
Programming Languages (JAVA, C#,)
Scripting (XML, HTML, JSON, CSS, XSLT,)
Databases (Oracle, MariaDB, MS SQL,)
Servers (Websphere, Apache, Weblogic, JBOS,)
Mobile development (Android, iOS)
Webservices (SOAP, REST, Groovy)
Mobile development (Android, iOS)
Languages other than English, especially Spanish and French

LI-JD1 remote

We offer you the opportunity to be part of a world of trusted digital interactions and agreements.

You hold significant responsibility and accountability; your work makes an impact.

We move quickly to stay on top of the latest technology and industry trends, which inform and help your work.

If you want to join a team that helps organizations to accelerate their digital transformations by enabling secure, compliant, and refreshingly easy digital customer agreements and transactions, we like to meet you

OneSpan provides a safe and drug-free working environment for its employees and to meet or exceed the standards of all applicable laws and regulations governing workplace safety, health and the environment.

We know it takes people with a diversity of perspectives, ideas, and culture to make our company succeed. We are committed to building a community of belonging and meaningful connections. Likewise, we also believe that hiring the best talent will lead to the creation of better products and services.

OneSpan is an Equal Opportunity employer, for more information please visit our Privacy Center.