Senior Escalation Manager 3073265 I.Html
Job Description
Managing escalations for Enterprise customers, the full-time Senior Escalation Manager will oversee the end-to-end problem lifecycle, ensuring timely resolution in alignment with SLAs/OLAs while collaborating with cross-functional teams in a remote setting.
##### Key responsibilities
Own and manage the 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 escalation trends 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 ticketing systems
Degree in Computer Science, Information Technology, or a related field
Advanced certifications in ITIL, Agile methodologies, or other relevant frameworks
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