| Job Profile |
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Our client is a globally recognized company seeking a manager to be accountable for the activities and resources required to resolve hierarchically escalated incidents.
Responsibilities:
Accepts escalation of major incidents
Performs major incidents escalation evaluations and manages escalation activities
Understands the business impact of each escalation
Ensures all communications regarding escalations are planned and orderly, timely and accurate
Coordinates the creation of Major Incident Teams
Leads each Major Incident Team and is responsible for ensuring the team members have the necessary skills to respond and resolve escalation
Conducts checkpoint status review meetings
Conducts post major incident reviews and closes escalation after customer approval
Uses post major incident review results to develop and document follow-up action plans
Ensures the action plans are completed in a timely manner
Provides data on escalation history and manages requests for information regarding escalations
Ensures that Emergency Requests for Change required as part of escalation are documented
Schedules and facilitates escalation meetings and phone conferences
Experience:
Familiarity with software products and Network Technologies, background in technical support or technical program management
Understanding of technology and ability to communicate and relate to technical and management resources
Effective communication skills with the ability to communicate at technical and business management levels
Ability to assume ownership and be accountable for all communication and activity associated with each escalated incident
Availability to be on-call and work weekends and holidays
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