Support Escalation Management IC4
Core
Owns reactive support experience for strategic/mission-critical accounts, acting as primary escalation and crisis contact to resolve high-impact issues and prevent recurrence.
Role type
Senior IC Support Escalation Management
Builds
Incident response plans, automated workflows, and executive-ready escalation narratives
Domain
Enterprise Support & Crisis Management
Deliverable
production ML models
Required skills
Incident leadership, stakeholder orchestration, risk assessment, process improvement, AI tool implementation, executive communication, root cause analysis, cross-functional collaboration, automation strategy, data-driven insights
Preferred skills
Experience with Major Incident Response Plans (MIRPs), sentiment analysis tools, strategic project leadership
Technologies
AI-driven communication tools, AI-driven sentiment analysis tools, home-grown tracking/reporting solutions
Responsibilities
Lead moderate to highly complex incidents with minimal guidance; mentor team members on incident leadership; drive cross-team process improvements; implement AI tools to automate routine tasks; translate customer feedback into actionable insights; manage incident communications and governance; identify systemic breakdowns in escalation workflows.
Seniority
Senior, hands-on IC
