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:
- When a major incident occurs (product defect/operational event) collaborate with the appropriate teams to swiftly gather facts, and assist with the preparation of a positional statement from Datto
- Facilitate the delivery of essential major incident communications through the most appropriate channels internally and externally
- Maintain oversight of the situation until partners are remediated
- Through regular data analysis efforts, collaborate with Problem Management to determine the most impactful changes to Datto’s processes or products to reduce the number of escalations or tangibly improve the partner experience
- Ability to own and push interdepartmental projects to resolution
- Help gather and analyze data to build out analytics for departmental reporting
- Act as a single point of accountability for Partners in our ICU program
- Develop and communicate detailed remediation plans with SMART goals for partners in our ICU
- Work interdepartmentally and engage necessary parties to ensure visibility, traction, and remediation on incidents in At Risk or ICU
- Provide recommendations for Partner situations to our Success and Sales teams, as outlined by our At Risk playbooks
Manage the partner experience using an evidence informed approach - Represent and be passionate as a ‘voice of the partner’ within Datto, and document business-value driven success stories and best practice
Excel in personal development while also contributing to the team dynamic by mentoring peers and sharing relevant information or issues within the team - Contribute to training, on-boarding, and mentoring of new team members
- Availability to work outside of normal business hours as urgent situations may dictate
About You:
- Degree in Computer Science, Information Systems, or a related field
- 3+ years of experience in Support Operations, Customer Management, Technical Account Management, or a related field
- Proficiency in Excel
- Strong technical understanding of Cloud Backup and Business Continuity products
- Track record of working within diverse and successful IT teams
- Ability to work independently and properly manage one’s time
- Great verbal and written communication skills, problem-solving skills, attention to detail, and interpersonal skills
- Knowledge of business and management principles involved in tactical planning and customer service remediation
- Proven record of creating and managing projects from start to finish
- Deep passion for customer service and advocacy
Bonus Points:
- Experience with Tableau, Salesforce, Zendesk, PSA and JIRA
- Experience working with Datto products or in the Managed Service Provider channel
- ITIL Foundations v3 or v4 Certification