Senior Escalation Manager 3075894 I.Html
Job Description
Managing the escalation and proactive management of Enterprise customers, the full-time Senior Escalation Manager will ensure adherence to SLAs/OLAs, drive collaboration across teams for efficient problem resolution, and maintain customer satisfaction in a remote environment.
##### 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 align on priorities and drive efficient problem resolution
Analyze trends in escalations and recommend improvements to reduce recurrence while providing actionable reporting on performance
##### 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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