Weekend Escalation Senior Manager

Job Summary

A company is looking for a Weekend Escalation Senior Manager.

Key Responsibilities:

• Manage critical customer issues and lead a small team of direct reports
• Engage with customers and internal teams to drive operational excellence and incident resolution
• Conduct retrospective meetings to identify process improvement opportunities

Required Qualifications:

• 7+ years of experience in a technical support environment handling complex issues
• 5+ years of experience in support management and incident response in a technology organization
• Strong experience in cloud and infrastructure technology
• Proven ability to lead cross-functional collaboration and manage critical incidents
• Familiarity with incident management frameworks (e.g., ITIL, NIMS)