We are seeking a results-driven and hands-on Senior Manager of Unified Communications and Incident Management. This role will be responsible for leading the strategy, operations and support of unified communications platforms and overseeing the organization鈥檚 incident management function for APAC. This role ensures seamless collaboration across voice, video and messaging platforms while driving effective processes to prepare for, respond to, and resolve critical incidents. This role will partner closely with other IT functional areas, business stakeholders and executive leadership to maintain a reliable environment while minimizing disruptions and ensuring organizational resilience.
Key Responsibilities
- Oversee day-to-day UCC (Unified Communications and Collaboration) Ops across the APAC region, including on-site support and remote technical services.
- Manage and mentor local IT support teams fostering a high-performance culture focused on customer satisfaction.
- Monitor performance, capacity and service quality, implementing improvements where needed in the UCC space.
- Assist in vendor coordination and contract management for regional AV\UCC services and equipment.
- Support UCC project delivery across the region by coordinating tasks, resources, and communications with global and local stakeholders
- Own the enterprise incident management framework, playbooks and escalation processes.
- Act as a first-level escalation point for operational incidents within the region impacting business and operations at scale, working closely with the Director to resolve complex challenges.
- Maintain and exercise crisis communication protocols, including executives and user population.
- Maintain documentation, SOPs, and knowledge articles to support consistency and operational excellence.
- Coordinate incident response and root cause analysis, implementing long-term solutions.