Senior Escalation Manager 3062500 I.Html
Job Description
Managing the escalation and proactive support for Enterprise customers, the full-time Senior Escalation Manager will oversee problem lifecycles, ensure adherence to SLAs/OLAs, and collaborate with cross-functional teams to enhance customer satisfaction in a remote setting.
##### Key responsibilities
Own and manage the end-to-end escalation and problem lifecycles, ensuring timely identification, prioritization, and resolution of issues
Collaborate with support, engineering, and product teams to drive efficient problem resolution and align on priorities
Analyze trends in escalations and recommend improvements to minimize recurrence and enhance best practices
##### Required qualifications
10+ years of experience in problem management within software development environments
Proven expertise in implementing and optimizing problem and escalation management frameworks
Hands-on experience with Jira Service Management or similar tools
Degree in Computer Science, Information Technology, or a related field
Advanced certifications in ITIL, Agile methodologies, or other relevant frameworks
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