Support Services Manager - Remote - Poland

Job Description

Would you like to lead a team of incident managers who help manage Akamai's major incidents?

Are you passionate about managing business critical situations and driving process improvements?

Join our world class Incident Response And Prevention Team (IRAPT)

IRAPT acts as the customer advocate in Akamai's incident process. We collaborate with cross-functional teams during major incident situations. We ensure that these incidents are mitigated quickly and safely. We keep customer-facing teams and Akamai's customers regularly updated on the progress of these incidents.

Partner with the best

IRAPT works with a variety of stakeholders across Akamai. We ensure that the incident process functions in the best interest of Akamai's customers. You would be part of working groups to update incident evaluation criteria. You would also be involved in integrating incident processes of organizations acquired by Akamai.

As a Support Services Manager in IRAPT, you will be responsible for:

• Managing and engaging a highly skilled team of Customer Incident Managers through their role journey in IRAPT
• Handling daily operations such as shift planning and ensuring adherence to SLAs / SLOs / KPIs
• Managing escalations and reinforcing a customer advocacy mindset within the team
• Driving process improvements and optimizing operations based on well-established industry practices
• Helping scaling the team to handle a rapidly expanding global customer base and product portfolio
• Collaborating with internal stakeholders to drive continuous improvement around various aspects of the process

Do what you love

To be successful in this role you will:

• Have relevant people management experience in incident management, B2B/enterprise technical support or /IT support functions
• Be experienced in handling major incident or customer escalation situations in B2B/enterprise technical support or IT support functions
• Possess excellent analytical skills and ability to deep dive into data to identify trends and improvement opportunities
• Have experience driving process improvements in an incident management or enterprise/B2B technical support environment
• Possess excellent verbal, written communication and presentation skills catering to a wide variety of audiences
• Have a working knowledge of the Internet, CDNs, security concepts and networking technologies

Work in a way that works for you

FlexBase, Akamai's Global Flexible Working Program, is based on the principles that are helping us create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. We also know flexible working is important to many of the incredible people considering joining Akamai. FlexBase, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, to help us find incredible talent, virtually anywhere. We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply.
Learn what makes Akamai a great place to work

We power and protect life online, by solving the toughest challenges, together.

At Akamai, we're curious, innovative, collaborative and tenacious. We celebrate diversity of thought and we hold an unwavering belief that we can make a meaningful difference. Our teams use their global perspectives to put customers at the forefront of everything they do, so if you are people-centric, you'll thrive here.

Working for you

At Akamai, we will provide you with opportunities to grow, flourish, and achieve great things. Our benefit options are designed to meet your individual needs for today and in the future. We provide benefits surrounding all aspects of your life:

• Your health
• Your finances
• Your family
• Your time at work
• Your time pursuing other endeavors

Our benefit plan options are designed to meet your individual needs and budget, both today and in the future.

About us

Akamai powers and protects life online. Leading companies worldwide choose Akamai to build, deliver, and secure their digital experiences helping billions of people live, work, and play every day. With the world's most distributed compute platform from cloud to edge we make it easy for customers to develop and run applications, while we keep experiences closer to users and threats farther away.

Join us

Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you!