Senior Escalation Manager

Job Summary

Responsible for managing the escalation and proactive support of Enterprise customers, the full-time Senior Escalation Manager will ensure adherence to SLAs/OLAs, drive collaboration across teams for efficient problem 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, prioritization, and resolution of issues
• Collaborate with support, engineering, and product teams to align on priorities and drive efficient resolution of escalated items
• Analyze trends in escalations and recommend improvements to minimize recurrence while ensuring clear communication of progress to stakeholders

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 ticketing systems
• Degree in Computer Science, Information Technology, or a related field
• Advanced certifications in ITIL, Agile methodologies, or other relevant frameworks