Company Overview

Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients
from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through
end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and
design capabilities coupled with deep domain understanding. We combine services and products to maximize
business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science
& healthcare industries. 
Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep
technology and domain experts, and global teams. Incedo University, our learning platform, provides ample
learning opportunities starting with a structured onboarding program and carrying throughout various stages of
your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible
career paths allow you to grow into a program manager, a technical architect or a domain expert based on your
skills and interests. 
Our Mission is to enable our clients to maximize business impact from technology by

• Harnessing the transformational impact of emerging technologies
• Bridging the gap between business and technology

Role Description

Centralized Tracking
Maintain a structured register (Excel or equivalent) of all blocking items (incidents, bugs, missing features, configuration gaps) received from the business via AOADDOLs.
Ensure each item is documented with attributes such as Sales Scope impacted, work item title and number, category, type of blocker, person responsible for resolution, resolution status, ETA etc.
Cross-Team Coordination
Act as the point of contact between business stakeholders (i.e to trigger testing when required), and internal Program teams such as product teams, product managers, release managers, and support or infra teams.
Follow up daily with responsible teams to ensure timely analysis, resolution, or proper contestation of items.
Confirm fixes are deployed on the right instances (UAT and/or production) – formal DOBR confirmation required systematically to close an item.
Escalation Management and arbitration
Proactively trigger escalations to Support Manager or Program Manager when ETAs are missing, repeatedly missed, or unreasonably long.
Provide the Support Manager with clear visibility on risks and unresolved blockers requiring management intervention.
When a new requirement is deemed a blocker by the business but this doesn’t seem reasonable, trigger an official arbitration to business sponsor via Program head of product.
Performance Reporting
Produce weekly or ad-hoc reports summarizing:
Number of blockers open for each Sales Scope, per type
Number of blockers open for each Sales Scope, per status
Average time to resolution per item type
Number of new incoming items vs. resolved items
Stock of unresolved items (by blocker type, scope, or application)
When required, create and update clear dashboards and status updates with the relevant stakeholders.

Technical Skills

Centralized Tracking
Maintain a structured register (Excel or equivalent) of all blocking items (incidents, bugs, missing features, configuration gaps) received from the business via AOADDOLs.
Ensure each item is documented with attributes such as Sales Scope impacted, work item title and number, category, type of blocker, person responsible for resolution, resolution status, ETA etc.
Cross-Team Coordination
Act as the point of contact between business stakeholders (i.e to trigger testing when required), and internal Program teams such as product teams, product managers, release managers, and support or infra teams.
Follow up daily with responsible teams to ensure timely analysis, resolution, or proper contestation of items.
Confirm fixes are deployed on the right instances (UAT and/or production) – formal DOBR confirmation required systematically to close an item.
Escalation Management and arbitration
Proactively trigger escalations to Support Manager or Program Manager when ETAs are missing, repeatedly missed, or unreasonably long.
Provide the Support Manager with clear visibility on risks and unresolved blockers requiring management intervention.
When a new requirement is deemed a blocker by the business but this doesn’t seem reasonable, trigger an official arbitration to business sponsor via Program head of product.
Performance Reporting
Produce weekly or ad-hoc reports summarizing:
Number of blockers open for each Sales Scope, per type
Number of blockers open for each Sales Scope, per status
Average time to resolution per item type
Number of new incoming items vs. resolved items
Stock of unresolved items (by blocker type, scope, or application)
When required, create and update clear dashboards and status updates with the relevant stakeholders.

Nice-to-have skills

Qualifications

Company Value

We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.