Manager, UCC and Incident Management

ABOUT THE ROLE

We are seeking a results-driven and hands-on Manager of unified communications and incident management. This role will be responsible for leading the strategy, operations and support of unified communications platforms and overseeing the organization’s incident management function. This role ensures seamless collaboration across voice, video and messaging platforms while driving effective processes to prepare for, respond to, and resolve critical incidents. This role will partner closely with other IT functional areas, business stakeholders and executive leadership to maintain a reliable environment while minimizing disruptions and ensuring organizational resilience.

RESPONSIBILITIES

・Oversee day-to-day UCC Ops, including on-site support and remote technical services.

・Manage and mentor local IT support teams fostering a high-performance culture focused on customer satisfaction.

・Monitor performance, capacity and service quality, ...