High Touch Operations Manager/Incident Manager

We are looking for a High Touch Operations Manager (HTOM) to join our Expert Care Services team in Cracow and deliver premium, proactive support to strategic customers.

In this role, you will act as a trusted technical advisor, helping customers maintain operational excellence through personalized engagement, predictive guidance, and close collaboration with global support teams.

Position: High Touch Operations Manager/Incident Manager based in Cracow, hybrid work.

Job Description

• Provides reactive support and builds a relationship with the customer’s operational team(s), typically Service Operations or Network Support.

• Coordinates all areas to assist the customer in resolving their incidents as quickly as possible, maximizing availability.

• Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.

• Coordinates other Expert Care resources (i.e., Asset Manager, Learning Advisor, Technical Consulting Engineers) to maximize availability and increase the customer’s operational efficiency.

• Leads the operational section of the Quarterly Business Review (QBR), building trust, articulating value, and providing point of view.

What We're Looking For

• +3 years of experience in Incident Management
• English fluent
• Higher education