Job Summary

A software development company is in need of a Remote Incident and Escalation Manager.

Candidates will be responsible for the following:

• Helping define a scalable process to review open problem tickets to identify opportunities for continuous improvement
• Establishing collaborative relationships with various global teams
• Drafting, publishing, maintaining and training on documentation/process related to incident and escalation process

Required Skills:

• Experience with project management tools, concepts, and best practices
• Established history of taking ownership in complex situations with a helpful and proactive attitude
• Background troubleshooting in a B2B SaaS environment with Support or Operations experience in a 24/7 always-on support model
• Demonstrated success in building healthy cross-functional relationships
• Exceptional communication skills, both verbally and in writing, with all levels of internal and external stakeholders
• Ability to translate technical information to non-technical audiences