Support Escalation Manager
Core
Managing critical situation incidents for premier customers and partners, ensuring the CritSit process is followed and escalations are addressed to deliver high-quality experiences.
Role type
Senior Support Escalation Manager
Builds
High-quality customer and partner experiences through timely resolution of critical issues and proactive prevention of future incidents.
Domain
Technology industry customer service and critical incident management
Deliverable
client delivery
Required skills
Critical situation management, escalation management, crisis management, process improvement, project leadership, stakeholder collaboration, systemic issue identification, after-hours operations
Preferred skills
Technical support background, process optimization, executive-level communication
Technologies
CritSit process, ITIL frameworks
Responsibilities
Managing complex, mission-critical, or politically sensitive premier customer situations; acting as Crisis Manager during catastrophic outages; leading projects and working groups to improve processes and tools; providing CritSit reporting for business decision-making; collaborating with internal groups and customers to resolve issues and improve business processes.
Seniority
Senior, hands-on IC with leadership responsibilities
