Support Escalation Management
Core
Leads cross-team collaboration to resolve highly complex, cross-technology customer scenarios and drives incident resolution through technical analysis.
Role type
Senior IC Support Escalation Management
Builds
Efficient incident resolution processes and advanced team readiness materials
Domain
IT Support & Cloud Technology
Required skills
Cross-team collaboration, technical analysis, incident resolution, mentoring, process improvement, C-level stakeholder management, secure troubleshooting, AI-assisted troubleshooting
Preferred skills
Cloud Technology Certification (Azure Fundamentals, M365 Fundamentals), prior incident and escalation management experience
Technologies
Azure, M365
Responsibilities
Engage engineering teams to drive efficient incident resolution, model case-handling standards, influence process improvements across workgroups, develop and deliver advanced readiness materials, review technical solutions for security impact, monitor and respond to security management notifications
Seniority
Senior, hands-on IC