Customer Support Escalation Manager - Incident Manager
Netomi(22 days ago)
About this role
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.
Required Skills
- Incident Management
- Crisis Management
- Executive Communication
- Stakeholder Management
- Cross-Functional Leadership
- War Room Facilitation
- Root Cause Analysis
- Process Improvement
- Monitoring Tools
- Datadog
+14 more
Qualifications
- Bachelor's Degree in Business
- Bachelor's Degree in Computer Science
- MBA
About Netomi
netomi.comNetomi is an enterprise-focused conversational AI company that offers an agentic AI platform for customer experience and automated customer service. Its solution goes beyond simple chatbots to autonomously resolve customer queries across channels, deflect tickets, orchestrate support workflows, and integrate with existing CRM and agent tools. Positioned as an AI-first CX leader in the Relationship Economy, Netomi helps large organizations scale support, improve customer satisfaction, and lower operational costs.