Senior Escalation Manager

Job Summary

Managing escalations and ensuring proactive support for Enterprise customers, the full-time Senior Escalation Manager will oversee the end-to-end problem lifecycle, drive collaboration across teams, and maintain customer satisfaction in a remote environment.

Key responsibilities

• Own and manage the escalation and problem lifecycles, ensuring timely resolution in line with SLAs/OLAs
• Collaborate with support, engineering, and product teams to drive efficient problem resolution and prioritize escalations
• Analyze trends in escalations to recommend improvements and ensure adherence to best practices in problem management

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