Associate Director of Escalation Management
Job Summary
Leading a team of Escalation Engineers, the remote Associate Director of Escalation Management will oversee ITIL-aligned Problem and Release Management practices, prioritize customer escalations, and drive root cause analysis to enhance service delivery.
Key responsibilities
- Lead and develop Escalation Engineers, setting goals and priorities across product lines
- Own the ITIL Problem Management practice, ensuring effective problem identification and control
- Host Defect Review Boards to prioritize defects and communicate outcomes to stakeholders
Required qualifications
- Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent experience
- 10+ years in enterprise software support or technical services, with 5+ years in a leadership role
- Hands-on experience with ITIL Problem Management and root cause analysis
- Working knowledge of ITIL Release Management and software release coordination
- Experience running cross-functional defect triage or review forums
Complete Job Description
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