Customer Support Escalation Manager - Incident Manager

The Incident Manager at Netomi is responsible for owning the full lifecycle of critical incidents, ensuring rapid service restoration and minimal impact on business operations. The role involves coordinating across multiple internal teams while serving as the primary point of contact during high-severity customer escalations. It requires translating complex technical issues into clear updates and long-term improvements. The position is based in Toronto and supports enterprise customers using Netomi’s AI customer experience platform.