Akamai Technologies, Inc. Customer Incident Manager in San Jose, Costa Rica

Customer Incident Manager

San Jose, Costa Rica

Technical Support

4 days ago Post Date

009316 Requisition #

As a Customer Incident Manager, you will be an integral member of the Akamai Technical Support (AkaTec) group’s Incident Response and Prevention Team (IRAPT) within in the Global Services & Support (GSS) organization.

You will be the primary interface for various GSS teams, including GSS management, related to the incident. As a member of the IRAPT, your responsibility is to ensure that major incidents are quickly mitigated/resolved. As part of the incident handling process, you will also promote awareness and communicate status around major incidents that are impacting, or are at risk of impacting, Akamai’s customers or platform.

The Customer Incident Manager role is critical to our ability to quickly respond to and mitigate major incidents, thereby enabling the company to retain the trust of our customers.

The role would typically involve working with cross-functional teams, during and after incident situations, with members from GSS, Engineering, Network Operations, Service Performance, and other groups throughout the Akamai organization.

Responsibilities

  • You will be responsible for the ownership and support of service incidents through to successful completion and customer satisfaction.

  • In this capacity, you will work to accurately define the initial severity level for incidents that warrant scrutiny and ensure proper priority is given to visible issues, depending upon customer need or circumstances.

  • You will independently drive most major incidents related to actual or possible customer impact to a mitigated state with a heightened sense of urgency, focusing on the customers’ ability to resume normal operations quickly with minimum disruption and follow up rigorously with the appropriate resources to get the immediate mitigation in place.

  • You own the mitigation responsibility. You will provide on-going updates to various internal teams on the progress to resolution and initiate escalations to Senior Management and/or other groups where appropriate.

  • You will also work with the incident teams to create and deliver RCA documents that have credible prevention plans and track the items to closure

  • You will typically work closely with, and independently manage issue-specific cross-functional teams composed of representatives from various groups like Engineering, Network Operations, Service Performance, Professional Services, and Account Management.

  • You will actively participate in incident reviews for incidents that you were involved in and follow through on all resulting action items, regardless of owner, to closure as part of continuous improvement initiatives

  • You will own at least one continuous improvement project related to incident trends. This includes generating & analyzing trends around incident count, related root causes, etc.

  • You will work closely with various internal stakeholders to validate/design simple and efficient processes related to service incident handling, customer escalation handling & other business impacting situations

  • You will consistently demonstrate customer orientation and an ability to quickly grasp technical and business impact of a given situation on customers or the Akamai platform.

About the Team

You will be part of the Akamai Technical Support group’s Incident Response and Prevention Team (IRAPT) supporting our global customers, which includes one out of every three Fortune 500 companies.

The IRAPT is responsible for ensuring that major incidents are quickly mitigated/resolved. The IRAPT also works with cross-functional incident teams to put in place root cause analysis (RCA) documents and drive programs to prevent incident recurrence.

Required Education and Experience

  • 5 years of relevant experience and a Bachelor’s degree in Computer Science, Engineering, MIS, another related technical field or its equivalent.

Required Skills

  • 5 years experience in enterprise customer technical support/systems administration or incident management roles

  • Strong customer service skills and advanced negotiation abilities

  • Ability to listen and diffuse volatile situations while defining goals and objectives to meet the customer's expressed needs

  • Strong English phone and writing skills are required

  • Strong analytical skills and technical writing skills; excellent communicator who can disseminate information in a clear manner to both business and technical audiences

  • Must be independent, self-motivated, team player with a people-oriented personality capable of managing multiple priorities and commitments

  • At least 2-3 year’s experience resolving technical issues related to Akamai’s products and infrastructure.

  • Worked independently on technical issues that involved complex data analysis from Akamai's distributed network and an in-depth examination of the interaction between Akamai and the customer's infrastructure

  • Strong team player who enjoys working in a fast paced team atmosphere on cutting edge Internet related technologies

Desired Skills

  • Experience and understanding of IT Service Delivery and ITIL (at least v3) certification.

  • Demonstrate leadership and work independently to resolve complex technical problems, including escalations to product support engineers.

  • Developed methods and best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of knowledge base articles.

  • Worked as a technical resource on engineering bridges for complex issues

  • Subject Matter Expert for multiple Akamai product/services.

About Akamai Technologies

Akamai is the global leader in Content Delivery Network (CDN) services, making the Internet business ready—fast, reliable, and secure—for its customers. The company's advanced web performance, mobile performance, cloud security and media delivery solutions are revolutionizing how businesses optimize consumer, enterprise and entertainment experiences for any device, anywhere. Headquartered in Cambridge, MA, Akamai has offices around the world and operates the most pervasive, highly distributed CDN—with more than 200,000 servers in 110 or more countries—delivering up to 30% of all Web traffic. Learn more atwww.akamai.com/careers.

Akamai is a growing, and evolving, company with offices and operations around the world. As such, we strive to foster inclusive and representative workplaces where all employees are wholly welcome, and enabled to share and benefit from each other’s diverse contributions, as one global team. Our commitment to diversity reaches beyond our corporate offices, to our business partners and suppliers who share the same principles, and whose employees we value as integral to the Akamai business family. Learn more atwww.akamai.com/diversity.

Akamai Technologies is an Affirmative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, protected veteran status, disability, or other protected group status. If you'd like more information about EEO rights under United States law, please click here.