Datto, the world’s leading provider of IT solutions delivered through managed service providers, is looking for an Incident Manager to join a growing team. Datto is a creative company at its core and is an exciting and dynamic workplace. We're 100% focused on our managed service provider partners and believe that with the right technology, managed service providers can change how businesses around the world operate. Datto provides data protection, business continuity, networking, business management, and file backup and sync products that empower and protect the clients of our 14,000+ partners. We're headquartered in Norwalk, Connecticut and have 22 offices worldwide.
The Senior Incident Response Manager is a critical role in our Success organization, facilitating remediation of the highest priority escalated situations for our Partners. This role will work interdepartmentally within several branches of Datto including but not limited to Success, Sales, Technical Support, Finance, and Engineering. The ideal candidate is someone who is passionate about Partner experience. This person must also possess both business acumen and a capacity for technical understanding in order to manage complex situations. In addition, this individual needs to be able to work cross-functionally on key projects to implement changes quickly and effectively. Agility is critical for this role; the ability to adapt quickly and work in a fast-paced environment for a company that is going through tremendous growth. It is critical to understand how partners think.
The Senior Incident Response Manager’s primary responsibilities include; facilitating and assisting with the proactive remediation of Partners following major incidents, analyzing “At Risk” process data to identify process and product improvements, providing guidance to our Success organization with “At Risk” Partner escalations, owning the highest level “At Risk” Partner situations through our ICU program.
Does This Describe You:
You're an innovative self-starter, have great verbal communication and are confident with high urgency problems.
A Look Inside the Job:
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