Senior Escalation Manager

Job Summary

Managing the escalation and proactive support for Enterprise customers, the full-time Senior Escalation Manager will ensure effective problem resolution, adherence to SLAs/OLAs, and collaboration across teams in a remote environment.

Key responsibilities

• Own and manage the end-to-end escalation and problem lifecycles, ensuring timely identification, prioritization, and resolution of issues
• Collaborate with support, engineering, and product teams to drive efficient resolution and align on priorities for escalation management
• 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 or similar ticketing systems
• Degree in Computer Science, Information Technology, or a related field
• Advanced certifications in ITIL, Agile methodologies, or other relevant frameworks