Full-time · England, United Kingdom
Candidates for this position must reside in the UK
WorkForce Software is the first global provider of workforce management solutions with integrated employee experience capabilities. The company’s WorkForce Suite adapts to each organization’s needs—no matter how unique their pay rules, labor regulations, and schedules— while delivering a breakthrough employee experience at the time and place work happens. Enterprise-grade and future-ready, WorkForce Software is helping some of the world’s most innovative organizations optimize their workforce, protect against compliance risks, and
increase employee engagement to unlock new potential for resiliency and optimal performance. Whether your employees are deskless or office workers, unionized, full-time, part-time, or seasonal, WorkForce Software makes managing your global workforce easy, less costly, and more rewarding for everyone.
Over one thousand organizations with more than 4 million users in over 80 countries rely on WorkForce Software solutions to streamline compliance, reduce labor costs, provide more intuitive tools to their employees, and achieve strategic HR on a global basis.
The Escalation, Problem & Incident Manager is a customer-focused role responsible for world-class escalation, problem & incident management process. The EPI Manager will oversee the resolution and restoring major incidents, completing root cause analysis, analyzing trends, and ensuring appropriate communication at both a technical and executive level. Ultimately, an outstanding EPI Manager should excel at multitasking and remain judicious during major incidents.
Responsibilities
customer.
driving incidents to complete resolution
Ensures appropriate leadership communication during critical issues.
Document incidents so that root cause analysis and impact analysis can be more easily performed following resolution.
Track and analyze trends of escalated issues highlighting and accounting for areas of risk.
Provide an overview as needed to customers as the incidents are on-going
Tracks post-incident RCA progress and ensuring that RCA delivery SLA’s are met
Track action item delivery by global engineering teams to ensure they are completed in agreed upon timeframes.
Run post incident Problem Management processes through to closure ensuring no repetition of impact
Requirements
infrastructure and applications.
Desired Skills
Travel
Education
Bachelor’s degree or equivalent experience
Why You Should Join the WorkForce Team?
This job description is not intended to be all inclusive, and employee will perform other reasonably related business duties as assigned by the immediate supervisor and other management as required.
To maintain our goal of remaining a diverse and inclusive company, WorkForce Software advocates for and promotes a diverse, equitable, safe, and professional workplace where all people feel welcomed and empowered. We are committed to creating an environment that supports and celebrates the full range of our individual and collective differences, so that everyone can do their best and most innovative work, on the job and in our communities.
WorkForce Software is committed to the full inclusion of all qualified individuals. As part of this commitment, WorkForce Software will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact our Talent Acquisition Department
a**t careers@workforcesoftware.com, 1-833-987-3831.
WorkForce Software is an Equal Opportunity Employer.