Company Description:
We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.
Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.
NiCE employees are highly motivated, self-starters who thrive on achieving success after success for our customers. NICE’s products are technically sophisticated and quite complex, and they are leveraged by our customers to influence and improve employee performance. To be effective with NICE’s customers, our employees have to be technically knowledgeable and capable, yet at the same time naturally inquisitive and excited about the business value our customers are achieving. We pride ourselves on our professionalism, integrity, and ability to deliver real value to our customers. This is an exciting opportunity to play an important role in a very successful software company in a rapidly growing market.
Job Description:
**Primary Duties and Responsibilities**
The Situation Management Specialist is responsible for directing, planning, and managing the resolution of critical technical issues, project risks, and escalations that have significant consequences for NiCE and our customers.
- Ensure appropriate personnel are assigned and engaged to address the issue
- Monitor and verify that measurable progress is being achieved
- Develop and implement contingency plans to mitigate risk
- Maintain consistent, transparent communication with management and customers throughout the resolution process
- Serve as the primary point of contact and accountable owner for all customer escalations and situation management activities
Qualifications:
**Required Qualifications**
**Education & Experience:**
- Minimum 5 years of demonstrated experience in critical situation management within complex technical environments
- Bachelor's degree in business, computer science, engineering, or related field; equivalent professional experience will be considered
**Core Competencies:**
- Advanced proficiency in escalation management, risk management, and situation management frameworks
- Mastery of ITIL framework and problem management processes
- Demonstrated expertise in project management methodologies, including SDLC and Agile
- Proven leadership capability in high-pressure, dynamic situations with ability to manage multiple concurrent priorities
**Technical & Communication Requirements:**
- Extensive experience supporting and managing technical environments
- Superior written and verbal communication skills with demonstrated ability to articulate complex technical concepts to diverse organizational levels
- Proficiency in facilitating large-scale remote stakeholder communications and conference management
- Executive-level communication capability across internal and customer-facing interactions
**Professional Attributes:**
- Exceptional crisis management acumen with capacity to establish priorities, manage parallel workstreams, and drive resolution from current state to desired outcomes
- Demonstrated composure and emotional intelligence under sustained stress and high-stakes situations
- Proven ability to assemble, direct, and manage cross-functional, geographically distributed teams
- Strong analytical capability for post-event analysis and process improvement
**Preferred Qualifications:**
- Professional experience within telecommunications or product-based organizations
- Established track record in service recovery and customer retention during critical incidents
Additional Information:
Join one of the best companies and enjoy great benefits. Hybrid model in Bogotá, Colombia.
CallCenterNinja