Support Escalation Manager (Incident Manager)
Core
Manages escalated customer incidents, coordinates with engineering and operations teams to resolve complex issues, and drives vendor relationships to improve resolution processes.
Role type
Senior Support Escalation Manager (Incident Manager)
Builds
Customer issue resolution workflows and vendor performance improvements
Domain
Technology support and customer service
Deliverable
client delivery
Required skills
Incident management, stakeholder communication, vendor relationship management, process improvement, mentoring, cross-functional collaboration
Preferred skills
Subject matter expertise in support protocols, independent representation of the company
Technologies
Azure Fundamentals, M365 Fundamentals
Responsibilities
Identify and engage the right resources to resolve escalated customer issues; manage customer and internal stakeholder expectations regarding issue response and resolution; drive relationships with outsource vendors to resolve issues and foster positive cultural changes; mentor team members on handling moderate to highly complex cases; ensure existing processes do not block issue resolution and participate in process improvement efforts; provide status updates to customers and internal stakeholders through various communication channels.
Seniority
Senior, hands-on IC
