Senior Escalation Manager

Job Summary

Managing escalations and proactive support for Enterprise customers, the full-time Senior Escalation Manager will oversee problem lifecycles, ensure adherence to SLAs/OLAs, and collaborate with cross-functional teams to enhance customer satisfaction in a remote environment.

Key responsibilities

• Own and manage the end-to-end escalation and problem lifecycles, ensuring prioritization and resolution align with SLAs/OLAs
• Collaborate with support, engineering, and product teams to drive efficient resolution of problems and align on priorities
• Analyze trends in escalations to recommend improvements and ensure best practices are adopted across teams

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, FreshDesk, or similar tools
• Degree in Computer Science, Information Technology, or a related field
• Advanced certifications in ITIL, Agile methodologies, or other relevant frameworks