Customer Incident Manager - Remote

Job Description

Are you excited about an opportunity to manage some of the biggest major incidents on the internet?

Do you enjoy working in a fast-paced, cross-functional, global environment?

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

Join Akamai's Incident Response And Prevention Team (IRAPT), part of the Support Services group. You will manage major incidents for global customers, ensuring quick resolution, regular updates and identification of effective prevention plans.

Partner with the best

The Customer Incident Manager (CIM) is an individual contributor role. You will collaborate with various Akamai teams and technical experts. Your communication will often reach VP/above level audiences.

As a Customer Incident Manager, you will be responsible for:

• Managing incident requests with a high sense of urgency, responsibility, and customer focus
• Having clear, concise and timely communication (internally & externally) about ongoing major incidents
• Communicating customer impact to ensure team focus and visibility.
• Working with the rest of the team on the incident to identify the right prevention plans
• Creating root cause analysis documents for customers and track the action items to closure
• Working on continuous improvement projects related to major incidents as needed.

Do what you love

To be successful in this role you will:

• Have 4+more years experience in major incident management or B2B customer technical support
• Have great communication skills to convey complex technical content to various audiences in business English.
• Be freethinking, self-motivated, but still a team player with a people-oriented personality
• Be able to prioritize and manage multiple commitments during a single day
• Be organized and have analytical skills to enable the creation of customer-facing updates and reports
• Continuously look for opportunities to improve processes and systems
• Have basic knowledge of the Internet, CDNs, and internet security concepts.
• Enjoy an exciting team atmosphere

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!