Escalation Manager

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Thrive

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NextGen Technology Services

Managed IT Services • Complete Outsourced IT Services • Hosted Cloud Services • Help Desk Support • Onsite Engineering

201 - 500

Description

• Manage client technical escalations and coordinate resolution efforts with primary stakeholders by working cross-functionally to ensure incident ownership, action items (Who, What When) and communications are fulfilled • Organize and facilitate calls between multiple parties managing an active incident bridge and ensuring consistent communication through resolution of ongoing incidents • Ownership for driving progress and resolution of customer’s critical issues • Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented and action items are driven toward effective change while managing to critical SLA’s • Lead improvements by developing and managing to dashboards which proactively monitor high priority incidents and customer escalations leveraging data to recommend technical and/or business process changes meeting expectations and/or optimizing productivity • Assist with development and management of clear and standard runbooks which allow for both efficient and effective process adherence while managing escalations • Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems • Facilitate and report on KPI’s to ensure there is appropriate visibility into key client issues including escalation statistics reporting, trending analysis, incident status activities and engaged resources • Provide recommendations for improving existing processes and procedures • Ability to translate technical information and articulate findings and next steps clearly to peers, management, leadership and clients • Problem identification, reason for outage and root cause analysis documentation for all issues depending on situation and outcome

Requirements

• Ability to work in a fast paced, challenging environment with a diverse client base • Strong analytical and end to end problem identification, management and resolution skills • Bachelor’s Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience • 3 - 5 years of managerial experience; call center or managed services experience preferred. • Technical subject matter expert on MSP products as they relate to Thrive’s services • Written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences and explain impact in business terms