Senior Escalation Manager

Job Summary

Managing the end-to-end escalation and problem lifecycles, the full-time Senior Escalation Manager will oversee the proactive management of Enterprise customers remotely, ensuring adherence to SLAs/OLAs and driving collaboration across teams to resolve issues effectively.

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 align on priorities and drive efficient problem resolution
• 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
• Degree in Computer Science, Information Technology, or a related field
• Advanced certifications in ITIL, Agile methodologies, or other relevant frameworks