Position: Incident manager
Category: Support
English level: fluent
Years of experience: 6

I helped to start shifts in the new customer support office in Mexico City. My part was to help newbies with solving customers' issues in Hosting, Domains, and SSL areas and provide skill-up sessions on Hosting topics.
- Documenting and prioritizing incidents
- Cooperating with corresponding teams such as SysOps, DevOps, Devs, Networking, etc. to restore service in a timely manner
- Communicating updates on the ongoing issues to executives and support teams
- Engaging on-call teams
- Creating problem tickets
- Sending Postmortems emails
Open to different options.