Support Incident Manager

About PowerSchool

At PowerSchool we power education for students around the world. As the global leader in cloud-based K-12 software we support the full education ecosystemfrom the central office to the classroom to the home. Joining PowerSchool means being part of a mission-driven team that is transforming K-12 education by helping schools operate more effectively and deliver better outcomes for educators students and families.

Team Overview

This role is part of the Technical Support Incident Manager team responsible for driving client satisfaction by executing effective incident management processes and procedures distribute communications to stakeholders and ensure timely restoration of service during high impact/ outages situations experienced by airline and agency customers with PowerSchool solutions. This role is a conduit between Technical Support and theCloudOpsteam focused on delivering strategic projects seeking improvements in solution/system health and overall remedial actionsidentifiedwithin support processes or teams. Recurrent interaction with PowerSchool executivesvendorsor senior-level customer contacts will bein the pursuit of the mentioned improvements and during the execution of the incident/ problemmanagement processes. The IM role will have high visibility interaction within the Customer Experience organization with cross-functional/organizational impactownershipand experience opportunities.

Description

• Essential duties andresponsibilitiesinclude the following.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Collaborate in the management of critical incidents to ensure consistent and effective engagement of technical teams quality troubleshootingactionsandtimelyrestoration of service
  • Participates in severity incident troubleshooting bridge calls to ensure the proper engagementcoordinationand performance of extended support teams.
  • Carries out quality communication during incidents to both internal and external audiences including upper management and CIO-level customer contacts
  • Manages high-visibility customer escalations requiring immediate follow-up. Oversees all critical incidents and customer requests fortimelyservice restoration and effective post-incident follow-up
  • Participates in the Problem Management process upon service restoration to ensure root cause isidentifiedand remedial actions are applied.
  • Ensures effective tracking and documentation of incidents for organizational and executive reviewfollow-upand strategic planning
  • Compiles informationofincidents handled for reportinganalysisand continued service improvement purposes.
  • Performs post-issue trend analysis to proactivelyidentifypotential failure points at solutionsystemor customer-level
  • Drives strategic projects to ensure overall improvement in system/solution health and effective overall technical engagement including but not limited to internal processes solution quality system stability organizationalalignmentand customer behavior.
  • Systematic engagement and collaboration with Cloud Operations Incident team
  • All other duties as assigned

Minimum Qualifications

• • Bachelors degree with a technical orientation or equivalent experience/responsibility
  • ITIL certificationa plusbut not mandatory. Futurequalification.
  • 4 years technical experience in supporting high availability solutions
  • Solid command of English language and written skills
  • Exposure to Advanced hardware and infrastructure echo systems
  • Robust understanding of security protocols and procedure
  • Ability to multi-task under pressure.
  • Ability to think critically analyze listen clarify solveproblemsand work independently.
  • Excellent communication skills and ability to interact professionally with a diverse group of clients and staff in difficult or conflictive situations
  • Proven sense of urgency attention to detail and high sense of responsibility

Preferred Qualifications

• Data driven and eyes on glass experience
• Proven technical/functional knowledge of PowerSchool products or equivalent.

EEO Commitment

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process please let us know by emailing

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