Support Escalation Management
Core
Manages escalated customer incidents, collaborates with engineering and operations teams to resolve complex issues, and drives process improvements to enhance the customer support experience.
Role type
Senior Support Escalation Manager
Builds
Improved resolution times and customer satisfaction for federal, state, and local government agency customers
Domain
Cloud technology and government services
Deliverable
client delivery
Required skills
Incident and escalation management, C-level stakeholder management, process improvement, cross-functional collaboration, vendor relationship management, executive reporting
Preferred skills
Azure Fundamentals certification, M365 Fundamentals certification
Technologies
Azure, Microsoft 365
Responsibilities
Own and manage account-aligned customer incidents to identify and remove barriers; act as a subject matter expert on written protocols to engage the right resources; mentor team members on handling complex cases; identify trends in postmortems to drive strategic remediation; create executive summaries detailing issue impact and resolution status; drive relationships with outsource vendors to resolve issues and foster cultural changes.
Seniority
Senior, hands-on IC