Position Overview
Sutherland is an equal opportunity employer.
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: