Incident Support Manager

| Atlanta, GA
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Job ID: 137248
Required Travel : Minimal
Managerial - Yes
Location: : USA- Atlanta Georgia (Customer Site)
Who are we?
At Amdocs, our purpose is to enrich lives and progress society. With our creativity and technology, we help make a better connected world. Amdocs and its 25,000 employees serve the leading players in the communications and media industry, enabling next-generation experiences in 85 countries. Our cloud-native, open and dynamic portfolio of digital solutions, platforms and services brings greater choice, faster time to market and flexibility, to better meet the evolving needs of our customers as they drive growth, transform and take their business to the cloud. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.1 billion in fiscal 2019. For more information, visit Amdocs at
In one sentence
Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.
What will your job look like?
What You'll Do:
  • Manages the day-to-day enterprise-wide operations of infrastructure by monitoring performance, configuration, maintenance and repair.
  • Supervises incident shift specialist team to deliver 24x7 coverage.
  • Drive team engagement by being energetic, highly organized and a communicative leader.
  • Manage process and escalations to ensure the smooth running and resolution of issues on partner technology services.
  • Lead, and orchestrate on major service issues alongside the partner support team and engage with engineering teams as required to help solve the most challenging problems.
  • Interacting with partner stakeholders to maintain and enhance services across the business.
  • Drive a culture of high rigor, excellence and strong communication, and demonstrate trust and patience to lead a highly technical team to succeed and ensure customers can rely on our services.
  • Provide clear, effective, and meaningful communication to all appropriate levels of leadership and stakeholders, ensuring status updates are timely and accurate.
  • Act as the primary contact for escalation for issues.
  • On-call for emergency escalations during off-hours, weekends, and holidays
  • Willing to work pressure when multiple issues comes up.
  • Deliver Processes driven, SLA driven, Quality driven result
  • Works independently
  • All other duties and responsibilities as assigned by the Director

All you need is...
  • 10+ years of IT Technical/Business/Application Support experience
  • 3+ years in a leadership/management position for Technical/Business/Application IT Operations
  • Experience leading 24x7 teams and offshore teams
  • A motivated self-starter with experience working in a fast-paced environment.
  • Solid understanding of ITIL disciplines of incident, problem and change management
  • You'll strongly believe in the importance of good communication, value teamwork and be process centric.
  • Outstanding data analysis and data-driven decision-making skills
  • Innovative thinker who is positive, proactive, and customer focused

Why you will love this job:
  • You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development
  • You will have the opportunity to work in multinational environment for the global market leader in its field!
  • You will have stellar benefits from health to dental to parental leave and even pet insurance!

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce
More Information on Amdocs
Amdocs operates in the Cloud industry. The company is located in Chesterfield, MO and Jersey City, NJ. Amdocs was founded in 2022. It has 31189 total employees. To see all 193 open jobs at Amdocs, click here.
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