Senior Support Escalation Manager
Core
Owns reactive support and crisis management for strategic/mission-critical accounts, acting as the primary escalation contact to resolve high-impact issues and prevent recurrence.
Role type
Senior Support Escalation Manager
Builds
Incident response plans (MIRPs), automated monitoring workflows, and long-term partnerships with Strategic Business Units (SBUs)
Domain
Enterprise technology, cloud, and infrastructure
Required skills
Incident management, cross-functional stakeholder orchestration, root cause analysis, executive communication, process improvement, AI tool implementation, expectation management, service restoration, escalation lifecycle management, strategic account relationship building
Preferred skills
Experience with Major Incident Response Plans (MIRPs), 'Get to Green' planning, confidence call management, AI automation for routine tasks
Technologies
AI tools, Major Incident Response Plans (MIRPs)
Responsibilities
Orchestrate internal and external stakeholders to resolve high-impact issues for strategic accounts; Proactively assess account risk and maintain/test incident response plans; Maintain relationships with customer executive and technical leaders; Manage incidents and escalations focusing on rapid stabilization and resolution; Implement AI tools to monitor, evaluate, and automate routine tasks; Coordinate and communicate the escalation narrative to ensure stakeholder alignment; Ensure remediation includes thorough root cause analysis and corrective follow-ups
Seniority
Senior, hands-on IC