Globus Inc
Incident Manager
Skills
2 months ago
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Important information
Contract type:
Permanent
Location:
Bellevue, WA, USA
Work mode:
Onsite
Published on:
9 September 2026
What they need
Incident Manager – Job Description
Role: Incident Manager (IM)
Role Type: Customer-facing
Position Summary
The Incident Manager is a customer-facing role and trusted account-team member responsible for managing complex reactive support situations, representing the customer during escalations, and driving end-to-end resolution.
Key Responsibilities
- Relationship Management
Understand customers and the business impact of reactive support situations.
Conduct customer conversations across all management levels, including incident calls and monthly connections.
Prioritize critical issues to ensure customer satisfaction.
Set and manage customer support expectations.
Orchestrate support teams to resolve customer incidents.
- Proactive Management of Reactive Experience
Acknowledge and respond to customer requests promptly.
Coordinate stakeholder involvement and track action items.
Anticipate risks and escalations based on customer context.
Provide proactive case updates regularly.
Recommend solutions/actions when necessary based on the case context.
Work Location: In person
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