CrawlJobs Logo
efficy Logo efficy · IT - Administration

Incident Manager - Technical Customer Operations

France, Paris · Job Posted May 29, 2026
Apply Position
Job Link Share

Job Description

We're growing our Customer Operations team and looking for an Incident Manager fluent in French and English to join our international Support Operations function. You'll be the point of contact for our external clients when production issues arise after go-live. You own incidents end-to-end, from the moment a client reports a problem to final resolution and follow-up, keeping customers informed at every step and coordinating all internal teams on their behalf. It's a high-visibility, client-facing role where your communication skills and sense of ownership directly shape the post-delivery experience our customers have with efficy group.

Job Responsibility

  • Own production incidents from qualification to closure, coordinating all involved teams
  • Be the main point of contact for external clients during active incidents, keeping them informed at every step
  • Deliver structured post-incident reports and follow-up communications to external clients
  • Ensure every incident has a visible owner and clear progress at all times
  • Participate in steering committees and crisis meetings as needed
  • Track incident KPIs including MTTR, SLA compliance, and escalation rates
  • Monitor ticket progress across teams and escalate blockers when needed

Requirements

  • At least 5 years of experience in technical customer support or incident management in a B2B SaaS or enterprise software environment
  • Customer-facing mindset: you're comfortable communicating with clients under pressure and know how to keep them confident
  • Strong coordinator, able to align multiple internal teams quickly and clearly
  • Rigorous and closure-oriented: open issues get resolved, not left open
  • Solid technical understanding, able to engage meaningfully with R&D and Cloud teams without being an engineer
  • Quick to get up to speed on product behaviour and business logic
  • Native level in French
  • Excellent command of English, written and spoken

What we offer

  • Direct impact on customer satisfaction and service quality
  • High-visibility role connecting Support, R&D, and Cloud teams
  • Career growth opportunities and internal mobility
  • Modern offices in 11 European locations
  • Fun team events & continuous learning
  • Competitive salary with bonus system
  • Hybrid working policy
efficy - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Incident Manager - Technical Customer Operations

8 matching positions

Technical Account Manager Team Leader

BioCatch is helping the world’s largest financial institutions prevent fraud whi...
Location
Location
Israel , TLV
Salary
Salary:
Not provided
biocatch.com Logo
BioCatch
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of experience in technical account management, customer success, or enterprise support roles, with at least 2 years in a leadership/mentorship capacity
  • Proven track record in leading customer-facing technical teams within enterprise SaaS, security, or fintech environments
  • Strong technical background with the ability to guide TAMs and engage directly with enterprise customers
  • Experience managing escalations and postmortem processes. Coordinating cross-functional teams
  • Excellent leadership, communication, and stakeholder management skills
  • A proactive mindset with the ability to balance hands-on technical work and team leadership
  • Broad technical fluency: APIs/SDKs
  • authentication (JWT/Basic/mTLS)
  • SSO (SAML/OIDC)
  • certificates/TLS
Job Responsibility
Job Responsibility
  • Lead, mentor, and develop a team of Technical Account Managers, fostering a proactive, ownership, and customer advocacy culture
  • Define and track team KPIs, ensuring consistent value and operational excellence delivery
  • Drive team enablement, training, and career growth, while promoting knowledge sharing and best practices
  • Provide high‑touch support services and ensure best‑practice support standards
  • Review overall customer operational health, guiding TAMs on risk mitigation and optimization
  • Oversee coordination of updates and enhancements across the TAM team
  • Enable TAMs to support their customers during their own release cycles
  • Create and manage a framework for the team to own and manage implementation, update, and maintenance projects for their customers
  • Ensure customers are informed about fixes, patches, and new releases, including demonstrations and impact assessments
  • Supervise escalations (incidents and Top Customer Issues), ensuring appropriate engagement of Engineering, Solutions, Operations, and Product teams
  • Fulltime
Read More
Arrow Right

Account Support Manager

Account Support Manager role at Hewlett Packard Enterprise, providing expertise ...
Location
Location
India , Bangalore
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree preferred or Associate degree holder (technical field) with 3-5 years working experience in related fields desired
  • Basic knowledge of company products and services offerings
  • Communicate effectively to technical level and first-level management within an organization
  • Active listening skills and ability to adjust messages to audience level
  • Problem-solving skills (proactive, reactive and creative based on clearly defined procedures
  • Conceptual understanding of IT environments
Job Responsibility
Job Responsibility
  • Apply growing technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with limited risk/complexity
  • Integrate technical knowledge and business understanding to create solutions for customers
  • Resolve routine in-scope technical incidents independently
  • Work with team members to resolve more complex incidents
  • Apply company solutions to meet moderately complex customer needs within area(s) of technical responsibility
  • Participate in Customer Expectation management as part of escalation process
  • Build relationship with management in assigned accounts
  • Sets expectations with customers based on defined parameters
What we offer
What we offer
  • Health & Wellbeing benefits
  • Personal & Professional Development programs
  • Unconditional Inclusion environment
  • Comprehensive suite of benefits supporting physical, financial and emotional wellbeing
  • Fulltime
Read More
Arrow Right

Field Service Site Manager

This is a management position in charge of the CS Team. The primary responsibili...
Location
Location
South Korea , Icheon
Salary
Salary:
Not provided
asml.com Logo
ASML
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 15+ years of experience (technical support/field service) in Semi / High-tech industry (multinational company is preferred)
  • Experience in semiconductor photolithography / semiconductor fab environment is highly desired including experience in DUV optical imaging systems support in a clean room environment or equivalent experience in diagnosing and troubleshooting and/or customer service on electronic systems
  • Experience in service operations management with experience managing service engineers and executing customer service operations
  • Experience in electronics, software, mechanical engineering, optics and an ability to understand problems of scope where analysis of situations or data requires a review of identifiable factors
  • Understand operations process pertaining to semiconductor equipment installation and support, i.e, stepping and or scanning “Photo Lithography Imaging” systems, DUV metrology systems, DUV excimer lasers or specific DUV Beam Delivery Systems
  • System performance related data analysis, system troubleshooting and applied technical problem solving skills required
  • 5+ years of people managing experience, managing technical customer support teams
  • Experience of overseeing multiple group/team leaders in a local CS organization, leading and developing people and teams
  • Capable to manage customers/stakeholders and high pressured situations
  • Bachelor’s degree in engineering related field is required and Master’s Degree is preferred
Job Responsibility
Job Responsibility
  • Provides appropriate service engineering resources required for equipment installation, maintenance, upgrade, & repairs of equipment at customer sites
  • Obtains service engineering resources based on customer requirements for comprehensive system support, including systems in escalation and under installation
  • Manages personnel schedules to ensure adequate resource for customer satisfaction: PTO, Training, Factory support labor and new system or upgrades
  • Executes inventory management control and forecasting in coordination with regional and corporate logistics
  • Ensures availability and safe operation of tools or equipment for installation and maintenance of systems at customer sites
  • Engages and maintains customer relationships including proactive interface with customer mgmt to identify potential areas of improvement and drive resolution
  • Reviews long term service strategies with the Customer and confirm plans
  • Ensures and maintains cross-functional interface with Account Management, Logistics, Technical Support and other regional and corporate functions as required
  • Reviews information about Cymer with FSE’s, e.g., Business status, new products, etc
  • Establishes and monitors FSE training plans, FSE certification tracking and training strategies in conjunction with corporate training department
  • Fulltime
Read More
Arrow Right

Senior Technical Account Manager

As a Senior Technical Account Manager (maternity leave coverage - 24 months) you...
Location
Location
Romania , Bucharest
Salary
Salary:
Not provided
siriusxm.com Logo
SiriusXM
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Entrepreneurial, a self-starter
  • Strong organizational, process and analytical skills. Detail-oriented
  • Excellent interpersonal communicator (written and verbal) skills, especially in client services context
  • Deeply interested in the advertising technology industry
  • Capable of establishing a trusting relationship with the client, ultimately becoming a strategic advisor
  • Able to handle work in a fast-paced environment and to work with international teams
  • Open and flexible to execute tasks at every level
  • Applicants must have a good sense of humor and sound judgment
  • Experienced working with remote operations and R&D team a plus
  • Fluency in English (with a second European language a big advantage)
Job Responsibility
Job Responsibility
  • Manage a handful of our most strategic VIP customers, ensuring a ‘customer first’ approach to achieve adoption of AdsWizz tools and growth of our partners digital audio business
  • Be key in the preparation and delivery of VIP customer quarterly business reviews and ensure agreed actions are processed
  • Work with internal teams (support, product, engineering etc.) to ensure your VIP customers voice is heard within the AdsWizz organization
  • Be an expert on the AdsWizz supply side platform while understanding its unique position and the value it affords to our supply partners
  • Drive on-boarding of new partners including business requirement definition, technical briefing and product deployment specifications, project launch plan creation, acceptance validation and product delivery project management
  • Coordinate with the Sales/Business Development, Product and Operations Management, and publishers to ensure operation-readiness post-launch
  • Act as a point of contact for customer product and operational change management, post product delivery
  • Be a product liaison covering roadmap, releases, and feature requests between our product team and publishers
  • Monitor key technical and business metrics, share insights and analytics to partners/customers and internal stakeholders
  • Help facilitate various work streams from both a product and commercial perspective
What we offer
What we offer
  • Casual & friendly working environment with opportunities to impact the company with your ideas and involvement
  • Technology diversity, interesting technical exposure in building the best ad-tech product on the market
  • Quarterly Sales Incentive plan to celebrate personal and company wins
  • Individual training budget to use as you like for skill improvement
  • Sports bonus for activities such as gym, biking, and yoga
  • Meal tickets card for enjoyable lunch breaks
  • Gift cards for special events and holidays
  • Days off for your birthday and special events, to recharge and enjoy your BIG moment
  • Private medical subscription to keep you healthy
  • Private Pension Fund (Pillar III) based on your years of tenure
  • Fulltime
Read More
Arrow Right

IT Operations Manager

We are seeking a dedicated and technically proficient Support Specialist to join...
Location
Location
Poland , Warszawa
Salary
Salary:
Not provided
https://www.bosch.pl/ Logo
Robert Bosch Sp. z o.o.
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in Information Technology, Computer Science, or a related field
  • 2+ years of experience in a technical support role, preferably supporting integration technologies
  • strong understanding of product master data management principles and processes
  • experience with ITIL framework principles, particularly incident, problem, and change management
  • excellent communication, interpersonal, and problem-solving skills
  • ability to work independently and as part of a team in a fast-paced environment
  • strong analytical skills and attention to detail
  • very good communication skills in written and spoken English
Job Responsibility
Job Responsibility
  • Provide customer support for PDM Integration related issues, including troubleshooting, analysis, and resolution
  • Act as an interface between business users, technical teams, and vendors to facilitate efficient communication and issue resolution
  • Contribute to problem management activities by identifying root causes of recurring incidents and working with development teams to implement permanent solutions
  • Create and maintain knowledge base articles, FAQs, and other documentation to empower users and improve support efficiency
  • Participate in continuous improvement initiatives to optimize support processes and enhance the overall user experience
  • Utilize monitoring tools (e.g. Splunk) to monitor system health and performance, investigate alerts, and escalate issues as needed
What we offer
What we offer
  • Contract of employment and a competitive salary (together with annual bonus)
  • Flexible working hours with home office after the pandemic as well
  • Referral Bonus Program
  • Copyright costs for IT employees
  • LunchPass
  • Complex environment of working, professional support and possibility to share knowledge and best practices
  • On-going development opportunities in a multinational environment
  • Broad access to professional trainings, conferences and webinars
  • Language courses
  • Private medical care and life insurance
  • Fulltime
Read More
Arrow Right

Account Support Manager

Account Support Manager role at Hewlett Packard Enterprise focused on managing o...
Location
Location
India , Bangalore
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree preferred
  • Associate degree in a technical field acceptable with 6-8 years of relevant experience
  • 6-8 years in related technical fields with proven ability to manage critical technology areas and customer accounts
  • In-depth expertise in networked computing environments, operating systems, and applications
  • Thorough understanding of company products/services, competition, third-party offerings, and market trends
  • Mastery-level business, technical, or functional knowledge plus operational/administrative awareness
  • Ability to anticipate customer needs, propose solutions, and build consensus
  • Strong knowledge of change management processes/tools in complex environments
  • Advanced project management, communication, analysis, and presentation skills
  • Expertise in area of focus with awareness of future technology directions
Job Responsibility
Job Responsibility
  • Operate and manage several critical or high-risk technology areas or customer groups using deep technical expertise
  • Integrate technical knowledge with business understanding to design and deliver customer solutions
  • Act as a consultant in service delivery, technology, industry, or specific applications
  • Resolve complex technical and business incidents independently
  • mentor less-experienced team members on complex issues
  • Provide strategic account support by proactively maintaining technical and operational expertise aligned with industry trends
  • Review support plans against business indicators and align them with company service solutions
  • Develop and grow relationships with complex and strategic customer accounts
  • Act as a trusted advisor to customers and internal sales teams
  • Lead Mission Critical delivery teams in planning, delivering, and managing complex support solutions
What we offer
What we offer
  • Health & Wellbeing benefits
  • Personal & Professional Development programs
  • Unconditional Inclusion environment
  • Comprehensive suite of benefits supporting physical, financial and emotional wellbeing
  • Career development programs
  • Fulltime
Read More
Arrow Right

Customer Service Technical Support Representative

A Member Care Representative is responsible for providing a basic to intermediat...
Location
Location
United States , South Jordan
Salary
Salary:
Not provided
cricut.com Logo
Cricut
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • One or more years working: a) as a high touch, face to face customer service role
  • b) in a call/contact center
  • c) as a customer service representative where technical support or trouble shooting is a primary job function
  • Windows and MacOS: Intermediate knowledge of Windows and Mac operating systems with above average provable experience troubleshooting hardware and software issues
  • Android and IOS: Intermediate troubleshooting capability for iOS and Android phones or tablets with above average provable experience troubleshooting hardware and software issues
  • Ability to accurately type 40+ wpm
  • Competent diagnosing basic to intermediate technical issues involving software applications and interfaces
  • Provable experience resolving customer related issues, inbound and/or outbound inquiries, returns, and diffusing escalated issues, etc.
  • Demonstrate sound interpersonal skills and a commitment to provide accurate information to members regarding Cricut®'s products and services
  • Ability to navigate difficult conversations and de-escalate tense interactions with professionalism and empathy
Job Responsibility
Job Responsibility
  • Provide service to Cricut® inbound customer inquiries regarding Cricut® products, hardware, software and services (primarily voice with potential for email and chat)
  • Document and escalate to internal and external teams as required to support complex support issues/requests
  • Reply to service tickets promptly and in accordance with established guidelines
  • Accurately maintain associated data, files and records regarding technical support incidents
  • Manage individual work to provide exceptional member satisfaction
  • Achieve all performance standards including service ticket SLA, handle time, quality, productivity, attendance, professionalism, etc.
  • Engage members by offering education on additional products or services to further enhance the customer experience
  • Provide how to information and knowledge to members using our crafting products
  • Demonstrate proficiency with all Cricut® products through on the job training
  • Effectively communicate and simplify technical terms for members while trouble shooting products of a creative, technical or mechanical nature
What we offer
What we offer
  • competitive Medical, Dental, and Vision coverage
  • a 401(k) match
  • generous PTO
  • a yearly lifestyle stipend to support your wellness and passions
  • exclusive employee discounts
  • Fulltime
Read More
Arrow Right

Technical Manager (Backup)

Backup Technical Manager with a strong background in Rubrik technologies to lead...
Location
Location
India , Gurgaon
Salary
Salary:
Not provided
rackspace.com Logo
Rackspace
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 15 years of professional experience
  • 5–7 years of people management experience in a technology-based, service-oriented industry
  • 3+ years of hands-on experience managing Rubrik/Backup support operations, escalations, or large-scale Rubrik deployments
  • Demonstrated ability to consistently deliver FANATICAL support in Rubrik customer engagements
  • Strong working knowledge of Rubrik platform administration, backup/recovery workflows, and cyber-resiliency practices
  • Familiarity with Rubrik integrations (VMware, Cloud, SaaS workloads)
  • Excellent problem-solving and incident management skills in Rubrik environments
  • Strong stakeholder management with the ability to influence and collaborate across functions
  • Excellent organisational, leadership, and decision-making abilities
  • Ability to balance strategic Rubrik/Backup initiatives with day-to-day operational management
Job Responsibility
Job Responsibility
  • Build, lead, and mentor a motivated team specialising in Rubrik backup, recovery, and cyber-resiliency solutions
  • Manage customer escalations specific to Rubrik/Backup Technology environments and ensure timely resolution of critical incidents
  • Partner with global stakeholders (CSMs, LE, Account Management) to align Rubrik service delivery with business outcomes
  • Drive process optimisation and workflow improvements in backup support operations
  • Encourage leadership development within the Rubrik/Backup support team
  • Focus on customer experience (CSAT, NPS) as key success measures for Rubrik engagements
  • Represent the Rubrik function with other global technical teams including FLR, Infrastructure Services, OS-Windows, Maintenance, and Productivity
  • Lead strategic programs focused on Rubrik scalability, optimisation, and efficiency
  • Provide strategic direction (12–18 months outlook) on Rubrik/Backup support operations and customer engagement
  • Manage and optimise an enterprise Rubrik support budget
  • Fulltime
Read More
Arrow Right