Incident Manager

Join us in bringing joy to customer experience.  Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.   

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. 

Five9 is currently looking for an Incident Manager to join our Strategic Customer Support team. The Incident Manager will be responsible for providing a customer facing Incident Management role to some of our largest and most strategic customers. This role will require the chosen resource to continue building a fine-tuned Incident Management process that involves both collaborations internally with our Technical Operations team, in addition to interfacing and providing clear, concise updates to customers during the incident, and post-incident. The Incident Manager will have the ability to assist in driving new process and procedure internally, fostering engagement, reporting and visibility of incidents and customer impact, along with visibility and tracking of post-incident problem tracking.

To be a successful Incident Manager at Five9, you should have the ability to learn and understand new technology, work with a wide array of customer contacts to include both technician/engineer level, in addition to providing executive level communication. An Incident Manager within our organization should excel at multi-tasking, high-stress situations, and remain authoritative at driving the customer facing side of the Incident.

Key Responsibilities:

• Oversee the growth and development of the customer facing Incident Management process within Five9, working closely with the Customer Support organization and Technical Operations on process improvement and governance.
• Respond to incidents within Five9, providing guidance to customer facing teams, overseeing customer communication, troubleshooting, and next steps.
• Collaboration with the Technical Operations Incident Management team during incidents, and after to ensure all post-incident processes and problems have visibility and are tracked according to internal standard, and customer commitments.
• Reporting & KPI Visibility for Incidents
• Extremely high attention to detail with exceptional writing and editing skills.
• Participate and provide value in Five9 Why’s and Post Incident Analysis meetings, problem discussions, and tracking.

Key Requirements:

• 5+ years of Incident Management experience in a cloud / technical environment or similar experience
• Fundamental understanding of IT Service Management (ITIL certification is preferred)
• Experience using collaboration tools and ITSM platforms, for example: Salesforce and Jira
• Excellent communication, organization
• BS Degree in …