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Problem Incident Lead


TX, Houston

Job type:



  • Coordinates with Reporting manager and SLA manager to ensure proper reports are received from the Unify Support Vendor
  • Attends Weekly Operational meetings with Unify Support Vendor
  • Tracks, reports, and determines all license requirements for the Unify platform and legacy systems
  • Tracks, reports, and manages the assets of all infrastructure associated with the Unify platform and legacy systems
  • Recommends, influences, and ensures adherence to vendor management processes and controls
  • Manages relationships with vendors, IT units, procurement, and other key business units to ensure issues are appropriately addressed and business needs are met.
  • Responsible for troubleshooting all vendor problems and helps manage the vendor relationship in a proactive manner to minimize or eliminate any issues
  • Review and monitor contractual obligations for existing and new agreements.
  • Monitors Contractual Agreements / Commitments  related to the Unify Platform to ensure the vendor and DE are both meeting their obligations
  • Develop and manage Vendor Scorecards for monitoring the performance and health of vendor operations and relationships.
  • Interact and support the Service Delivery teams; make recommendations for the improvement of vendor delivery.
  • Assist in the development of cost and time estimates for budgeting.


  • 5+ of demonstrated experience collaborating with, business constituents, vendors  and technical resources in a field service environment
  • Excellent verbal and communication skills
  • Excellent analytical and troubling shooting skills
  • Excellent customer service skills, including the ability to deal calmly, positively, and professionally in tense or elevated situations and with upset or frustrated customers
  • Responsible and able to manage time effectively and work efficiently, both with and without direct supervision

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