Incident & Problem Manager

We are looking for a dynamic Incident & Problem Manager to join our Tier 1 customer experience group. In this role, you'll lead the problem management process to swiftly resolve and restore our support operations. You will also log and categorize recurring incidents to improve incident management protocols. As an Incident & Problem Manager, you will interact with a wide range of users and systems. You will learn a great deal about the company, how it operates, and the specific tasks and responsibilities within our customer experience unit.

To succeed as a problem manager, you’ll need an aptitude for picking up new technologies and procedures. An outstanding incident manager should excel at multitasking and remain judicious during major incidents.

Requirements:

1-3 years experience working in a support management role in a tech environment - a must
Excellent verbal and written communication skills in English and Hebrew
Ability to analyze a high volume of technical data and work in a fast-paced environment.
Great multitasking and time-management skills
A penchant for solving problems and continuously improving
Attention to detail
Ability to work under pressure
Methodological and analytical
Ability to work independently and be transparent and accountable

Nice to have:

Experience in customer support practices and methodologies
Experience creating and writing workflow and support processes
Experience with WordPress / Elementor

Work Environment:

What do we do?

Elementor is the leading website building platform for WordPress professionals.

Our vision is to empower web creators - developers, designers, and marketers, with the ability to create their future one pixel at a time. We provide our users with everything they need to succeed.

A new website is created every 10 seconds using Elementor!

Since we launched in Israel in 2016, we have expanded to more than 180 countries, with more than 16M websites powered by Elementor. About 10% of all websites around the world are built using Elementor!

How do we do it?

At Elementor, we’re building the future of web creation.

We believe in empowering our employees and users, enabling people to grow.

Creativity, professionalism, curiosity, motivation, and friendship are the driving forces behind our journey, and we take great pride in the people of Elementor who lead the company’s constant scaling.

Our shiny podcast “Elementalks” will give you a glimpse behind the scenes of the various teams at Elementor!

Who are the people working here? What is the best way to integrate into a specific team? Click here for all the episodes and find out.

https://elemn.to/_Elementalks

Responsibilities:

Monitoring the production and Tier 1 queues to detect, identify, and handle incidents.
Managing the lifecycle of all problems
Managing and leading the incident management processes.
Performing trend analysis of important services or historical incidents and constantly identifying gaps and risks, while taking the initiative to find solutions and execute them
Collaborating with most departments and key stakeholders (Support, Training, Product, Customer Success, Marketing, R&D, DevOps.
Taking part in the Tier 1 Shift management.
Other responsibilities as part of the Tier 1 Management.