Drive the renewal lifecycle for Genesys Cloud customer accounts, focusing on retention and revenue growth. Collaborate cross - functionally to ensure customer success and satisfaction.
About the role
- Global IT Incident & Problem Manager responsible for governance and execution of IT Incident and Problem Management processes. Ensuring rapid service restoration and engagement across IT teams in a global capacity.
Responsibilities
- The Global IT Incident & Problem Manager is accountable for the end-to-end governance, execution, and continuous improvement of Incident Management and Problem Management processes across Celestica’s global IT landscape.
- This role ensures rapid service restoration, effective major incident coordination, reduction of recurring incidents, and data-driven service improvement.
- Work closely with Service Desk, Infrastructure, Application, Network, Security, and Site IT teams globally.
Requirements
- 5–10 years of hands-on experience in IT Incident Management, preferably in a regional or global enterprise environment
- Demonstrated experience managing Major Incidents involving multiple teams and geographies
- Proven experience in Problem Management, including RCA and prevention of recurring incidents
- Strong understanding of ITIL-aligned Incident and Problem Management practices
- Excellent stakeholder management and communication skills, including executive-level reporting
- Bachelor’s degree in a related field, or equivalent combination of education and experience
- Experience working with ITSM tools (e.g., ServiceNow or equivalent) is strongly preferred.
Benefits
- Special arrangements can be made for candidates who need it throughout the hiring process. • Equal opportunity employer providing consideration for all qualified applicants. • Employees enjoy an inclusive, accessible environment where all feel valued. • Flexible work arrangements. • Professional development opportunities.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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