Senior Escalation Manager

Job Summary

Managing the end-to-end escalation and problem lifecycles, the full-time Senior Escalation Manager will ensure the proactive management of Enterprise customers, drive adherence to SLAs/OLAs, and collaborate across teams to resolve issues effectively in a remote capacity.

Key responsibilities

• Own and manage the escalation and problem lifecycles, ensuring timely identification, prioritization, and resolution of issues
• Collaborate with support, engineering, and product teams to drive efficient problem resolution and align on priorities
• 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, FreshDesk, or similar tools
• Deep understanding of service management best practices, including ITIL and Agile principles
• Degree in Computer Science, Information Technology, or a related field