Communications Manager - INTL Philippines
Insight Global, Redmond, WA, United States
Job Description
An employer is looking for a communications manager. This individual will provide Command and Control of Bridge calls during service outage situations for customers, driving for quick resolution of impacting issues and tracking incidents as they occur. In this role, the primary responsibility is to send out reliable, timely and accurate comms. The role will also assist in developing communication plans with internal partners to minimize end‑user impact during system maintenance. The Incident Management ICC is responsible for leading the Incident Command teams support of several distinct properties across Microsoft Online. They will assist the Tier 2 Incident Command agents in providing superior Incident Communication and Coordination, and help drive for prompt resolution of all service impacting incidents. The Responsibilities include:
Lead Tier 2 Incident Command teams support of several distinct properties across CRM
Facilitate, engage! , and drive bridge calls during service outage situations for CRM Customers.
Work closely with remote support teams.
Communicate effectively within external groups, including end users (verbally and written as appropriate).
Develop support documents, training material, and other resources to help the Tier 2 Incident Command team provide excellent services, driving efficiency and accuracy at all times
Ensure adherence to established policies and procedures; ensure SLAs and KPIs are met with timely communication notifications.
Maintain service excellence, facilitating communication and collaboration among many parties to bring all Incidents to resolution quickly and efficiently
Adhere to established SLAs for acknowledging, engaging, communicating, and resolving Incidents
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
Keen eye for quality and strong attention to detail
Written and spoken communication skills with excellent grammar, spelling, and clarity of thought. Documentation & mail will be seen by C Level executives and clients so all communication must be professional and well‑written
Must be able to handle stressful situations with tact and confidence, as well as be able to operate under pressure and meet tight deadlines.
Previous working experience in a team oriented environment. Must have a team player mentality & ability to collaborate with multiple teams effectively
Ability to direct traffic and work with different service delivery teams accordingly to drive incident resolution. Interpersonal communication is key
This is a 24x7x365 operation, so schedule flexibility is a must.
Customer Service experience
Ability to learn new things, technologies & scenarios quickly
Working experience with MS Office Suite (Word, Excel, Out! look, Skype)
Data Analysis & Reporting Experience via SQL and Excel are highly preferred. Specifically, an understanding of Pivot Tables and Power Pivots as well as the corresponding relationship - a SQL DB is very helpful
Process documentation and administrative experience
Ability to deal and adapt to constant change - policy, processes, etc.
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Lead Tier 2 Incident Command teams support of several distinct properties across CRM
Facilitate, engage! , and drive bridge calls during service outage situations for CRM Customers.
Work closely with remote support teams.
Communicate effectively within external groups, including end users (verbally and written as appropriate).
Develop support documents, training material, and other resources to help the Tier 2 Incident Command team provide excellent services, driving efficiency and accuracy at all times
Ensure adherence to established policies and procedures; ensure SLAs and KPIs are met with timely communication notifications.
Maintain service excellence, facilitating communication and collaboration among many parties to bring all Incidents to resolution quickly and efficiently
Adhere to established SLAs for acknowledging, engaging, communicating, and resolving Incidents
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
Keen eye for quality and strong attention to detail
Written and spoken communication skills with excellent grammar, spelling, and clarity of thought. Documentation & mail will be seen by C Level executives and clients so all communication must be professional and well‑written
Must be able to handle stressful situations with tact and confidence, as well as be able to operate under pressure and meet tight deadlines.
Previous working experience in a team oriented environment. Must have a team player mentality & ability to collaborate with multiple teams effectively
Ability to direct traffic and work with different service delivery teams accordingly to drive incident resolution. Interpersonal communication is key
This is a 24x7x365 operation, so schedule flexibility is a must.
Customer Service experience
Ability to learn new things, technologies & scenarios quickly
Working experience with MS Office Suite (Word, Excel, Out! look, Skype)
Data Analysis & Reporting Experience via SQL and Excel are highly preferred. Specifically, an understanding of Pivot Tables and Power Pivots as well as the corresponding relationship - a SQL DB is very helpful
Process documentation and administrative experience
Ability to deal and adapt to constant change - policy, processes, etc.
#J-18808-Ljbffr