Support Incident Manager

About PowerSchool

At PowerSchool, we power education for students around the world. As the global leader in cloud-based K-12 software, we support the full education ecosystem—from the central office to the classroom to the home. Joining PowerSchool means being part of a mission-driven team that is transforming K-12 education by helping schools operate more effectively and deliver better outcomes for educators, students, and families.

Team Overview

This role is part of the Technical Support Incident Manager team, responsible for driving client satisfaction by executing effective incident management processes and procedures, distribute communications to stakeholders and ensure timely restoration of service during high impact/ outages situations experienced by airline and agency customers with PowerSchool solutions. This role is a conduit between Technical Support and the CloudOps team focused on delivering strategic projects seeking improvements in solution/system health and overall remedial actions identified within support processes or teams. Recurrent interaction with PowerSchool executives, vendors or senior-level customer contacts will be required in the pursuit of the mentioned improvements and during the execution of the incident/ problem management processes. The IM role will have high visibility interaction within the Customer Experience organization, with cross-functional/organizational impact, ownership and experience opportunities.  

Description

• Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

  • Collaborate in the management of critical incidents to ensure consistent and effective engagement of technical teams, quality troubleshooting actions and timely restoration of service 
  • Participates in severity incident troubleshooting bridge calls to ensure the proper engagement, coordination and performance of extended support teams. 
  • Carries out quality communication during incidents, to both internal and external audiences, including upper management and CIO-level customer contacts 
  • Manages high-visibility customer escalations requiring immediate follow-up. Oversees all critical incidents and customer requests for timely service restoration and effective post-incident follow-up 
  • Participates in the Problem Management process upon service restoration to ensure root cause is identified and remedial actions are applied. 
  • Ensures effective tracking and documentation of incidents for organizational and executive review, follow-up and strategic planning 
  • Compiles information of incidents handled for reporting, analysis and continued service improvement purposes. 
  • Performs post-issue trend analysis to proactively identify potential failure points at solution, system or customer-level 
  • Drives strategic projects to ensure overall improvement in system/solution health and effective overall technical engagement, including but not limited to internal processes, solution quality, system stability, organizational alignment and customer behavior. 
  • Systematic engagement and collaboration with Cloud Operations Incident team 
  • All other duties as assigned 

Minimum Qualifications

• • Bachelor’s degree with a technical orientation, or equivalent experience/responsibility 
  • ITIL certification a plus but not mandatory. Future qualification required. 
  • 4 years technical experience in supporting high availability solutions 
  • Solid command of English language and written skills 
  • Exposure to Advanced hardware and infrastructure echo systems 
  • Robust understanding of security protocols and procedure
  • Ability to multi-task under pressure. 
  • Ability to think critically, analyze, listen, clarify, solve problems and work independently. 
  • Excellent communication skills and ability to interact professionally with a diverse group of clients and staff in difficult or conflictive situations 
  • Proven sense of urgency, attention to detail and high sense of responsibility 

Preferred Qualifications

• Data driven and eyes on glass experience 
• Proven technical/functional knowledge of PowerSchool products, or equivalent. 

EEO Commitment

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing accomodations@powerschool.com.

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