Incident Manager

The Incident Manager is to closely monitor our client’s websites and applications. This involves triaging issues, following the correct procedures during incidents and dealing with requests from clients.

When necessary, the agent is responsible for escalating the issue to the technical support engineer and operations director, facilitating the resolution process.

You will own incidents and manage these until resolution, and be the face of Just After Midnight delivering excellent service directly to our clients who depend on us to keep their websites available 24/7.

You’ll receive the equipment and training necessary to perform this job, along with ongoing training sessions to increase your skills and confidence.

This role will require at least one day of weekend work, however the rest of the week will be flexible around this.

What you will do:

• Be the bridge between the technical support team and the client
• React quickly to site issues, escalate to the Technical Support team when necessary, and build communication between the different teams required to reach a solution while updating the client regularly on their progress.
• Manage the escalation and resolution process from the creation to closure of an incident ticket.
• Answer emails and calls from clients, responding to incidents and requests quickly and calmly, and following up when necessary.
• Ensure that client requests are assigned promptly and carried out satisfactorily.
• Write incident and status reports and ensuring thorough handovers between shifts.

Who are you?

• Time management and organisation
• Attention to detail
• Curiosity
• Clear and positive thinking
• Fast problem solving and analytical skills
• Empathy for customers and the ability to listen to their needs
• Strong verbal and written communication skills
• Ability to collaborate with technical support team
• You will be expected to work a maximum of 3 Australia shifts per week and 2 weekends a month (6AM SGT start)

Nice to have:

• Understanding of website development / hosting basics is an advantage but not essential
• Eagerness to learn new technologies and systems
• Enthusiasm for continuous learning and improvement - there will be a lot to learn as our business develops and grows.