Support Escalation Manager - Korean Speaker
Core
Manage critical incidents and escalations for premier customers and partners, acting as a crisis manager during catastrophic outages to ensure timely resolution and process adherence.
Role type
Senior IC Support Escalation Manager
Builds
High-quality customer and partner experience through effective crisis management and process improvement.
Domain
IT Service Management / Customer Support
Deliverable
client delivery
Required skills
Critical situation management, escalation handling, crisis management, process improvement, stakeholder collaboration, reporting, project leadership, systemic issue identification
Preferred skills
Technical support background, ITIL framework knowledge, project management methodologies
Technologies
ITIL, Project Management tools
Responsibilities
Manage complex, mission-critical, or politically sensitive customer situations including after-hours support; Act as Crisis Manager during catastrophic outages; Identify systemic issues and flag process breakdowns; Lead projects and working groups to improve processes and tools; Provide CritSit reporting to enable business decision-making.
Seniority
Senior, hands-on IC
