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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.
Postúlate en Kit Empleo: kitempleo.com.co/empleo/1azua3