Incident Management Specialist

Job Description:

We are Omnissa!

Omnissa is the first AI-driven digital work platform, built to support flexible, secure, work-from-anywhere experiences. We integrate industry-leading solutions - including Unified Endpoint Management (UEM), Virtual Apps and Desktops, Digital Employee Experience (DEX), and Security & Compliance - into a seamless, autonomous workspace that adapts to how people work. Our platform boosts employee engagement while optimizing IT operations, security, and cost.

Guided by our Core Values - Act in Alignment, Build Trust, Foster Inclusiveness, Drive Efficiency, and Maximize Customer Value - we’re growing rapidly and committed to delivering meaningful impact. If you're passionate about shaping the future of work, we’d love to hear from you.

About This Role

We are hiring a customer-focused, technical Incident & Escalation Specialist to join our growing EMEA team in Cork. This is a new headcount driven by increased demand, particularly within our Critical Accounts Program (CAP), supporting high-risk customers and complex escalations.

This role sits at the intersection of technical support, incident management, and customer engagement. You will act as a central point of coordination during critical incidents, working cross-functionally to ensure timely resolution while maintaining clear and proactive communication with stakeholders.

This position is ideal for someone with a technical support background who is looking to step into a more strategic, escalation-focused role. The team operates in a global 24x7 follow-the-sun model, and this role will initially cover weekday shifts (with potential for future flexibility as the team evolves).

What You’ll Do

Act as the primary coordinator for critical incidents and customer escalations, ensuring timely and effective resolution

Manage end-to-end incident lifecycle, including identification, prioritization, escalation, and closure

Serve as a key point of contact for customer-facing communication, providing clear, timely updates to stakeholders

Drive execution across cross-functional teams (Support, Engineering, Sales) to resolve complex issues

Support the Critical Accounts Program (CAP) by managing high-risk customer situations and mitigating churn risk

Analyse incident trends and contribute insights to drive preventative improvements and operational efficiency

Maintain accurate documentation in tools such as Salesforce, Jira, and Confluence

Use system logs and internal tooling to support problem investigation and decision-making

Continuously identify opportunities to improve incident response processes and workflows

What You'll Bring To Omnissa

• 3+ years in a technical support, product support, or similar customer-facing role
• Experience working with customer escalations, high-priority issues, and incident coordination
• Strong troubleshooting and logical reasoning skills
• Work with tools such as Salesforce (ticketing), Jira, Excel, and Confluence
• Ability to interpret logs, system data, and environment-level information
• Exposure to SaaS, enterprise software, or IT environments preferred
• Excellent communication skills, with the ability to manage both technical and non-technical stakeholders
• Proven ability to remain calm and effective under pressure
• Highly collaborative mindset and thrives in global team-based environment
• Strong adaptability and problem-solving approach in dynamic situations
• Demonstrated ownership and accountability for issue resolution
• Transparency and integrity in stakeholder communication

• Experience in incident management frameworks (ITIL or similar)
• Exposure to global support models (follow-the-sun environments)
• Experience handling enterprise or strategic accounts