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    • Only 24h Left Senior Incident Response Manager - Bengaluru, India - Citrix

    Citrix
    Citrix Bengaluru, India

    1 month ago

    Default job background
    Description

    About This Team

    The Critical Situation Management team is one of the key stakeholders in driving and maintaining customer confidence in our CSG Citrix BU range of products.

    Job Description/Responsibilities

    Primary Duties / Responsibilities:

    • Ensure timely, professional, and effective communication with internal & external stakeholders.
    • Scope, analyze, review, and lead the communication with Citrix customers. Assess customer sentiments, align appropriate internal resources to help mitigate production-impacting situations.
    • Proactively address issues impacting the effectiveness of CSG service and customer perceptions of deficiencies with respective stakeholders.
    • Manage remediation processes and technical resourcing by facilitating cross-departmental collaboration, coordinate end-to-end customer experience, and own internal and external communications.
    • Act as the Citrix Customers and Account team's custodian and primary contact during critical situations.
    • Work with Technical Specialists (SMEs) to manage escalation and resolution of problems presented and resolve incidents timely.
    • Provide rotation-based 24x7 coverage, including working weekends and holidays on a rostered rotational shift basis.

    Qualifications (Knowledge, Skills, Abilities):

    • Experience handling customer escalations, being an ardent customer advocate who can understand and articulate situations verbally and confidently write to executives and document situations well.
    • Proven experience managing customer escalations within a Technical Support environment.
    • Demonstrate ability to discuss and develop strong relationships with multiple levels of customers, be inquisitive, question, and articulate.
    • Working knowledge in Technical support, quickly grasp business objectives, scope scenarios well, and derive possible ways forward plans.
    • Able to facilitate and manage cross-team collaboration to solve Customer issues, open to working individually or in teams, share thoughts, and question.
    • Awareness of broad technologies (Cloud, Virtualization, Network, Operating Systems, Remoting, etc.) with emphasis on Virtualization, Networking, and/or Storage mandated.
    • Demonstrate command while working with groups, share feedback, and lead calls as needed.
    • Experience creating concise reports for customers following customer situations/incidents (Incident reports and RCA).
    • Available to work in 24*7 rotational shifts and on-call environments.
    • Prior experience working for a global IT Vendor in a similar role or Knowledge of Software Development Lifecycle Management and software defect tracking will be an added advantage.

    About Us

    Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world's largest cloud solution providers serving more than 100 million users globally.

    We value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work.

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