Senior Engineer - Cloud & Infra Management

As a CritSit Manager CSM during your shift youll be proactively monitoring all CritSits to determine which CritSits require immediate engagement and to ensure that the CritSit process is being followed and any need of escalation is addressed

When engaged the CritSit Manager collaborates with various supportengineering teams following up on case assignment escalates as needed and drives continuous traction towards resolution

CritSit Managers effectively engage with customers providing strong collaboration and communication for increased trust and customer satisfaction When managing a CritSit the CritSit Manager will need to be able to share concise status updates to our customers demonstrating progress and any potential blockers

To be successful in their role CritSit Managers must be able to demonstrate empathy and deescalate our customers during their most critical support concerns instilling confidence in them and have them realize that the CritSit Manager is an extension of them advocating attention on their concerns from the broader Support organization

The CritSit Manager will need to facilitate and broker discussions between the customer members of the Support team and members of the Account team

The CritSit Manager will collaborate leverage relationships and influence Engineering teams andor Support teams to identify the right technical resource and ensure the right groups are engaged to resolve highly complex customer issues

Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process the CritSit System

Effective end to end technical escalation management driving fast and accurate resolutions for our customers

Proactive initiatives to help mitigate and minimize repeating incident themes

Demonstrate a strong sense of urgency focus and going above and beyond for our customers

Meet or exceed customer expectations on response quality timeliness of responses and overall customer experience

Push creative thinking beyond closed boundaries to come up with process improvements and new ways to delight customers

• 3 years of customer service technology industry or related experience
• Passion for solving customer issues and advocating for their success in a fast paced highly technical environment
• Excellent relationship management customer service and communication skills in variety of forms written live chat conference calls inperson
• Strong English written and verbal communication skills
• Other languages may be required depending on location and area to be supported
• Excellent judgment decision making skills and the ability to work under continual deadline pressure
• Strong sense of empathy and compassion during tense customer interactions
• Ability to remain calm composed and articulate when dealing with tough customer situations
• Ability to deescalate a customer quickly insist confidence and advocate for them
• Ability to influence and build relationships within our broader Support organization
• Collaborative team player with strong stakeholder management skills
• Ability to manage and work within ambiguity to reach a successful outcome
• Strong prioritization and time management
• Excellent at multitasking task prioritization
• Certifications relevant to the Microsoft products are helpful
• Ability to work weekend and public holidays is required, * Inquisitive and proactive actively identifying new problems to resolve
• Escalation management Critical situation handling
• Influencing impact experience in working with various groups for common goals

Mandatory Requirement: Candidates applying for this position must hold a valid U.S. passport Skills

Mandatory Skills : Major incident management Other details

(part of Larsen and Toubro (L&T)) 3.73.7 out of 5 stars Bellevue, WA $70,000 - $75,000 a year, Pulled from the full job description

• Paid parental leave
• Parental leave
• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance
• Life insurance, Actual compensation within the range will be dependent upon the individual’s skills, experience, performance and internal equity.

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits and Perks:

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation., Compensation range: $70,000.00 to $75,000.00 per year

LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI - enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM - a Larsen & Toubro company - owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert