Principal Support Escalation Manager (Reactive Support Advocate - MSS)
Core
Manage MSS SBU regional quality and escalations to rebuild customer trust for strategic customers by analyzing critical issues, determining root causes, and implementing proactive solutions.
Role type
Principal Support Escalation Manager (Reactive Support Advocate)
Builds
Solutions for complex escalations and protocols for cross-regional projects
Domain
IT, Cloud, Windows, and technical troubleshooting
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
System development, network operations, software support, technical troubleshooting, project management, executive communication, root cause analysis, stakeholder alignment
Preferred skills
Strategic initiative leadership, continuous improvement, global team collaboration
Technologies
Cloud, Windows
Responsibilities
Review regional delivery results to identify and analyze problem areas for strategic customers, create and deliver solutions for complex escalations, conduct post-incident reviews to identify root causes, set protocols and assign roles for cross-regional projects, update executives on key issues, build and maintain the SBU network to expedite problem resolution
Seniority
Principal, strategic leadership & mentorship