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Incident Manager, Client Support

Fortna - UNAVAILABLE   Remote   UNAVAILABLE

Posted 58 days ago

Salary: Not Disclosed

Tags: incident ,

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Job Description

Job LocationsUS-Remote

Overview

This role works with the Director, Client Operations, to execute initiatives established by the Sr. Director, Client Operations, and executive leadership. The role will manage the lifecycle of high priority Client incidents by working with both the Client Support team and outside resources to ensure timely resolution and minimize impact to Client operations. This position will also help facilitate the hand over of new Client projects to the Client Support team. This role is encouraged to innovate and build upon current processes, working closely with the Director, Client Operations, and LPS Department Leaders. The person in this role provides critical support, which enables the organization to meet its business priorities.

Responsibilities

PRIMARY RESPONSIBILITIES INCLUDE:

People

Assist Client Support in the resolution of high priority Client issues by managing the incident and engaging external resources when necessary

Work with the Project Management Office and/or LPS to facilitate the handover of new Client projects to the Client Support team

Work with the Director, Client Operations, to develop, deploy, maintain, and/or assess best practices, policies, procedures, delegation of authorities, key performance indicators, key contracts, and other operational processes as needed

Client

Improve Client’s satisfaction with Fortna’s efforts to correct urgent issues and reduce operational downtime

Provide Client with consistent communication throughout lifecycle of high-priority incidents

Deliver detailed root cause analysis to Client following production-impacting issues

Ensure timely delivery of information to effectively support new Client projects

Identify, collect, and report on key performance indicators and metrics on a global basis that are meaningful and relevant in ascertaining the organization’s project advancement and completion performance

Value

Identify frequent issues impacting Client operations and assist in management of resolution activities

Collaborate with Client Support SMEs to improve Client Support troubleshooting processes

Design and create ad-hoc reporting and analysis

Assist with preparations for global leadership meeting

Assist with other projects as needed; excellent written and verbal communication skills with the ability to influence and drive messages on complex content in front of peers, senior leaders, and executives

Qualifications

REQUIRED QUALIFICATIONS:

Equally comfortable communicating and partnering collaboratively with professional staff, senior-level executives, and/or the community at large

Ability to multitask efficiently and effectively to manage competing priorities

Experience successfully partnering with senior leadership, executives, and other stakeholders to drive operation initiatives

Proven track record of making an impact, developing/executing on key initiatives and strategies, and delivering superior results in both the short and long term

Proven ability to create a plan of action in collaboration with stakeholders to drive processes

Excellent attention to detail with superior time management and multitasking/prioritization skills

Well-organized, able to prioritize multiple high-visibility/impact initiatives across the organization and multiple stakeholders; works effectively and efficiently

Proven ability to handle multiple assignments and manage major projects to successful completion

Ability to predict/forecast/anticipate client needs

Proven can-do attitude is a must

Strong interpersonal, organizational, time management and problem-solving skills

Ability to perform essential functions of the job

Ability to travel, up to 20% – primarily domestic with the possibility of international travel; however, this could change based on company’s impending business needs

DESIRED QUALIFICATIONS:

Bachelor’s degree in Information Technology, Engineering, Business, or a related field

About Us

WHAT WE DO

Headquartered in Atlanta with locations globally, Fortna is an award-winning, end-to-end design-build firm whose expertise spans over seven decades of service. Founded in 1946, we provide strategy, automation design & systems integration, and warehouse execution software to the world’s most recognized brands.

WHAT SETS US APART

At Fortna, our three mission-critical pillars connect our people across the globe and help distinguish us as a leader in the marketplace.

Our PEOPLE are at the heart of everything we do. We are guided by a set of business principles and ethics that are baked into the excellence we bring to each project from start to finish.

Our PASSION unites our Associates through our shared passion and commitment to integrity, hard work, and a collaborative approach. We love what we do, and it shows.

We PROMISE to be accountable, act with integrity, and deliver results for our clients. Our diverse team of global Associates work as “One Team” to deliver on our promises to Clients.

WHAT YOU CAN EXPECT

Perks and benefits: At Fortna, our people are everything – so the perks and benefits you’ll receive from being part of the Fortna team are generous. From competitive compensation packages and health insurance offerings to Associate-led committees created to drive positive change, the employee experience at Fortna is truly unmatched.

Talent Development: We believe every Associate deserves the resources and support to grow and thrive. That’s why a career at Fortna comes with powerful professional development opportunities. Learn directly from the industry’s best and brightest. Our training, mentoring and on-the-job experiences are designed to enhance your skillset – preparing you for increasingly challenging roles and accelerating your career.

Statement to Third Party Agencies - To ALL recruitment agencies: Fortna only accepts resumes from agencies on the Fortna preferred supplier list. Do not forward resumes to our applicant tracking system, Fortna employees, or any Fortna office location. Fortna is not responsible for any fees or charges associated with unsolicited resumes.

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