Executive Escalatons Manager
Core
Independently resolve complex hardware and software technical issues for customers, guide them proactively, and lead process improvements.
Role type
Senior IC technical escalations manager
Builds
Mission-critical support responses and streamlined technical support processes
Domain
IT Infrastructure & Hardware Support
Deliverable
client delivery
Required skills
Root cause analysis, Active Directory, Linux, Microsoft Azure, ServiceNow, Scripting, IT Service Management, Hardware troubleshooting, Desktop support, Issue tracking
Preferred skills
ITIL certification, Agile methodology, Automation
Technologies
ServiceNow, Microsoft Azure, Linux, Active Directory, Microsoft Windows 10, Microsoft Office 365
Responsibilities
Resolve complex technical problems related to hardware and software; Perform root cause analysis of outages and trends; Mentor lower-level support roles; Coordinate departmental work and implement process improvements; Establish trusted relationships with technical users across customer accounts.
Seniority
Senior, hands-on IC with leadership responsibilities