Escalation/Incident Manager
19 hours ago
We are seeking a detail-oriented and experienced Service Desk Escalation Manager to join our team. In this role, you will be responsible for managing service desk escalations, working with solutions engineers across multiple regions, and providing updates to operations managers. You will be responsible for ensuring that all service desk escalations are addressed in a timely and effective manner, and that solutions engineers have the necessary information to resolve the issue.
Working hours: 12pm-9pm CET (with 1hr break) from Monday to Friday
Key Responsibilities
Manage SLA for Engineering Teams
Analyze and Manage incidents/escalations for Level 2 and 3 Engineering Teams
Trend analysis and maintain customer portfolio for Top clients and present KPIs to Management
Identify customer impact and deliver customer satisfaction and success
Monitor and triage the service desk for level 2 and 3 escalations
Identify pain points and potential solutions and present a roadmap to Management
Incharge of process set up and management for smooth business delivery
Collaborate with Solutions Engineering Managers across multiple regions to ensure timely resolution of escalations
Provide regular updates to operations managers on the status of service desk escalations
Incharge of investigation for Compliance Reports and root cause analysis for Incidents
Track and report on service desk escalation trends to identify opportunities for process improvement
Develop and maintain a knowledge base of known issues and their resolutions
Identify and document service desk escalation workflows and procedures
Experience, Skills and Qualifications
Bachelor's degree in Computer Science, Information Systems, or related field
2+ years of experience in a service desk incident management role
Fluency in English
Experience managing complex technical projects and Engineering/Devops Teams
Experience in incident management and understanding of ITIL, SDLC and customer success
Experience working with service desk tools like ZOHO and JIRA for trend analysis and ticket management
Experience working with global teams, cultures and styles
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Ability to manage multiple client portfolios simultaneously and prioritize workload
Strong attention to detail and ability to work independently
If you are a highly organized individual with excellent communication skills and a passion for problem-solving, we encourage you to apply for this exciting opportunity
In order to apply, please submit your CV in English
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On-site- Bucharest, București, Romania
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