Senior Escalation Manager

Job Summary

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

Key responsibilities

• Own and manage the end-to-end escalation and problem lifecycles, ensuring timely identification and resolution of issues
• Collaborate with support, engineering, and product teams to drive efficient problem resolution and prioritize escalations
• 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, FreshDesk, or similar tools
• Degree in Computer Science, Information Technology, or a related field
• Advanced certifications in ITIL, Agile methodologies, or other relevant frameworks