Senior Escalation Manager

Job Summary

Managing the end-to-end escalation and problem lifecycles, the full-time Senior Escalation Manager will proactively oversee Enterprise customer issues, ensuring timely resolution and adherence to SLAs/OLAs while working remotely in the USA.

Key responsibilities

• Own and manage the escalation and problem lifecycles, ensuring issues are prioritized and resolved in line with SLAs/OLAs
• Collaborate with support, engineering, and product teams to drive efficient resolution of problems and align on priorities
• Analyze trends in escalations and recommend improvements to reduce 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