At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.
Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.
The Incident Manager exists to manage customer incidents as raised to Global Services. Typically, a 'standard' incident may become acute or be a high impact to a customer and therefore requires continual management both internal to F5 and externally with the customer and/or partner. Primarily the focus of the Incident Manager is external, to set realistic expectations with the customer, ensure any commitments are maintained and to drive the plans for incident management to a successful conclusion. It will also include the need to interact at a technical and management level including executives and will require verbal and written communication. Multiple incidents may be managed at any one time and an incident can exist for a few hours up to several weeks. Lastly, the Incident Manager is expected to compile statistics and reports associated to incidents for either internal or external consumption.
Sounds interesting? Read on!
What You’ll Do:
Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
Take overall control of Incidents as assigned to you by your manager or through the incident management process.
Provide action plans associated to incidents and manage plans through to closure.
Using leadership, drive action owners critical to the success of plans.
Write customer facing communication documentation and reports associated with individual incidents and regarding Incident Management in general.
Be the face of F5 Global Services associated to a specific incident.
Perform back-office functions related to reporting and statistics.
Use the support escalations page to maintain status and next steps.
Develop and maintain all the operating procedures relating Incident Management.
Articulate technical plans to non-technical audiences.
Perform other related duties as assigned.
What You’ll Bring:
3 years minimum management experience in a customer service role
BA/BS or equivalent degree in different theatres or relevant business/industry experience
Experience in a technical support role a plus
Intermediate to advanced knowledge of Excel, PowerPoint, and other Microsoft packages
Self-motivated and proactive
Assertive and confident
Excellent verbal and written communication skills
Ability to liaise with people at all levels in an organization.
Energetic and enthusiastic
Committed and ambitious
Ability to work in a highly collaborative team environment.
What You’ll Get:
Hybrid working mode
Career growth and development opportunities
Recognitions and Rewards
Employee Assistance Program
Competitive pay, comprehensive benefits, and cool perks
Dynamic Diversity & Inclusion Interest Groups
Apply if you believe your own unique capabilities can contribute to the success of this role and our organization!
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).
Equal Employment Opportunity