Senior Major Incident Responder

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

At TTEC Digital, our major incident response team is driven by an unwavering commitment to delivering exceptional customer experiences. We go beyond rapid resolution - we prioritize proactive communication, empathy, and accountability to ensure clients feel supported and informed at every stage. Our mission is not only to restore services but to reinforce confidence, strengthen relationships, and consistently exceed expectations.

As a Senior Major Incident Responder, you will play a critical role in managing major incidents, conducting post-mortems, leading root cause investigations, and championing client advocacy. You'll serve as a trusted leader and advisor throughout the incident and problem lifecycle, ensuring operational excellence and client satisfaction.

• Lead mission-critical service restoration efforts during major incident bridges.
• Drive post-mortem reviews and root cause analysis for major incidents.
• Manage post-onboarding engagements to transition client projects into Day 2 support.
• Craft and deliver formal incident communications and RCA reports.
• Review and approve changes in Change Advisory Board meetings.
• Assess and authorize urgent/emergent changes, provide escalation support, and act as Manager On Duty (MOD).
• Participate in on-call major incident response on a rotational basis.
• Support operational engagement for high-touch clients.
• Mentor peers through guidance, knowledge sharing, and best practices.

• Strong critical thinking and ability to make decisions under pressure.
• Expertise in explaining and presenting complex or abstract concepts clearly.
• Leadership qualities rooted in integrity, ownership, empathy, and accountability.
• Passion for incident resolution and problem remediation.
• Exceptional verbal and written communication skills.
• 4+ years of experience as an Incident and/or Problem Manager in technology or finance.
• 4+ years of technology support experience.

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.