Support Escalation Management -Incident Manager
Core
Manages escalated customer issues and incidents, driving resolution through collaboration with internal engineering/operations teams and outsource vendors.
Role type
Senior IC Incident Manager (Escalation Management)
Builds
Customer support experience and resolution processes for account-aligned customers
Domain
Technology industry customer support and incident management
Deliverable
client delivery
Required skills
Incident management, stakeholder communication, vendor relationship management, process improvement, post-mortem analysis, cross-functional collaboration, strategic project contribution, executive reporting, barrier identification, status update management
Preferred skills
None explicitly stated
Technologies
None explicitly stated
Responsibilities
Own escalated issues and manage account-aligned customer incidents; Drive relationships with outsource vendors to resolve issues; Engage engineering and operations teams to identify resources; Manage customer and field expectations around issue response; Contribute to regional or account team unit initiatives to improve customer support experience; Act as primary contact to understand issues and improve customer experiences; Provide status updates to customers and internal stakeholders; Identify and document feedback to improve systematic issues and internal processes; Review post-mortem outcomes and create executive summaries; Proactively escalate highly sensitive issues to senior managers.
Seniority
Senior, hands-on IC