Escalation Manager

cost-effective critical incident and escalation management delivery through continuous process and service improvement, balancing the needs of all stakeholders

• Drive continuous improvement in customer issue handling and resolution, mentoring on issue deconstruction and analysis

• Participate and provide data to weekly regional Technical Escalation meetings

• Build reports, data, metrics, dashboards, and presentations concerning the escalation process

• Lead weekly technical and account level escalation meetings

• Governance and adherence of Incident Reports (IR) and Root Cause Analysis (RCA) creation and delivery to customers within SLA

• Recognized by client facing teams as an expert in managing difficult/complex client situations.

• Excel in logical problem solving and communication skills, particularly when confronted with time-sensitive issues that require difficult decisions.

Required Technical and Professional Expertise

• Must have ability to work and communicate effectively with executives, both internally and externally

• Strong relationship building skills, excelling in effective and persuasive presentation of concepts across many communication settings

• Demonstrated ability to translate complex customer needs into actionable/attainable plans

Preferred Technical and Professional Expertise

• Proactive self-starter with a client-focused attitude / DNA
• Process oriented; able to innovate and change process to be more efficient and create better outcomes more quickly
• Analytical skills, with the ability to identify themes within data and make data driven decisions
• Knowledge and application of IT services and financial management including budgeting cost allocations, capital & operating expense handling, program portfolio management, and application / infrastructure support.