8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.
The Support Incident Manager is a customer-centric position and will play a critical role in the resolution of escalations from, customers, sales and other 8x8 customer-facing organizations. This role ensures that the right resources are assigned to work on the escalations and that the escalations are brought to a resolution that is timely, in compliance with the designated service level agreements (SLA) and meets the customer business requirements.
Primary Responsibilities:
- Prioritize incoming escalation requests based on 8x8 Technical Support Severity guidelines
- Distribute escalated issues to appropriate support managers and teams on an ad hoc basis
- Monitor and manage escalations through their life cycle to ensure timely completion.
- Analyze escalation and incident management reports and trends to provide product, service and efficiency improvements into the organisation
- Primary driver for incident acknowledgement and publishing of technical and customer facing updates to customers
- Participate in technical review of incidents due to code releases, hardware failures and process errors for the 8x8 product
- Primary support driver in participation in technical operations war room bridges to resolve highly time sensitive issues
- Transfer to appropriate support manager any non-technical escalated issues.
- Establish and maintain good internal and external relationships.
- Manage Monthly escalation analysis meetings with functional team leaders
- Consult with senior management on analysis and improvement goal definitions to reduce escalations and incidents.
- Manage the documentation of escalation handling process guidelines
- Implement ITSM standardized incident management processes
Qualifications:
- Must have relevant experience in a technical customer support role or other technical position.
- Excellent written and verbal communication skills with all levels of the organization
- Ability to work with cross functional teams outside of support.
- Strong organizational and time management skills.
- Ability to handle difficult customers, remain calm under pressure and project confidence in problem solving.
- Proficient in Microsoft Office or equivalent work productivity suite (Google Docs)
- Experience with cloud based support ticketing systems (Salesforce.com preferred)
- Basic understanding of SaaS or cloud based technology.
- Knowledge of and troubleshooting proficiency in Unified Communications, understanding of Networking and VOIP preferred but not required.
- Work in a professional office environment.
- Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.
- Ability to utilize basic AI tools (Gemini, Claude or other equivalent enterprise AI suite)
Work Schedule & Location
- Shift: US Business Hours
- Setup: Hybrid
- Location: BGC, Taguig City
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