Manager managing a small team of administrators providing efficient client service at Apex Group. Focus on investor queries, team collaboration, and maintaining relationships.
About the role
- Incident Manager responsible for proactive support and resolution management for Comcast Business clients. Collaborating with technical teams to ensure timely resolution of customer issues while maintaining strong communication.
Responsibilities
- Provide proactive, customer-focused support to assigned clients.
- Manage open issues and monitor customers' support needs.
- Host weekly status calls and drive incidents toward resolution.
- Liaise between customers, NOC engineers, and support teams.
- Track and document customer issues for visibility and accountability.
- Partner with technical teams for timely resolution of issues.
- Oversee customer-related tickets to maintain service quality.
Requirements
- 2–5 years of Incident Management experience
- Experience working in a Network Operations Center (NOC) or similar technical support environment
- Strong understanding of ticket management and escalation processes
- Proven ability to manage multiple customers or accounts concurrently
- Familiarity with network-related technologies and troubleshooting is a plus
- Ability to host and lead customer-facing meetings confidently.
Benefits
- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Bonuses
- Best-in-class Benefits
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