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 customer issues, ensuring adherence to SLAs/OLAs while collaborating with cross-functional teams to drive efficient resolutions in a remote setting.

Key responsibilities

• Own and manage the escalation and problem resolution processes, ensuring timely identification and prioritization of issues
• Collaborate with support, engineering, and product teams to align on priorities and drive effective problem resolution
• Analyze escalation trends and recommend improvements to reduce recurrence and enhance operational efficiency

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 tools for managing ticket flows
• Degree in Computer Science, Information Technology, or a related field
• Advanced certifications in ITIL, Agile methodologies, or other relevant frameworks