Senior Escalation Engineer — Proactive Incident Leader

Abacus

England

On-site

GBP 65,000 - 90,000

Full time

6 days ago

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Benefits offered by this job

Generous annual leave entitlement + 1

Gym discount

Life insurance

Travel insurance for you and family

Well-being and counselling support

Competitive Compensation

Job summary

Abacus is seeking an Escalation Engineer to act as the senior escalation owner for high-visibility clients. You will drive incident resolution, proactive improvements, and cross-team collaboration across Azure, AWS, and on-prem environments.

Responsibilities include leading incident bridges, communicating status, and mentoring Tier 1/2 teams, with occasional after-hours work. Strong Windows, virtualization, and networking skills are required.

Qualifications

Bachelor's Degree or equivalent in professional experience.
Microsoft Certified (MCSE) a plus.
AZ104, MSCE, Windows server admin.
VMWare Certified (VCP VCA).
Minimum 3-5 years of experience in a tier 3 support of similar.

Responsibilities

Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients.
Respond to calls/emails/messages from technical POC’s from assigned clients in a timely and efficient manner.
Collaborate with SME engineering teams to uphold operational and architectural standards.
Promote documentation, knowledge sharing, and service continuity.
Take full ownership of complex or business-critical incidents through permanent resolution.
Lead incident bridges and coordinate internal and external stakeholders during major outages for assigned clients.
Liaise with assigned clients CXM on a regular basis to discuss ongoing issues, trends, and technical road map.
Provide clear status communication and expectation management throughout incident lifecycles.
Perform root cause analysis and implement preventative remediation.
Maintain regular updates for active incidents and projects in ServiceNow.
Identify systemic risks and drive proactive remediation across client environments.
Translate business requirements into technical recommendations and improvement roadmaps.
Build trusted relationships with client stakeholders and advocate for client outcomes.
Participate in a rotating out-of-hours escalation schedule.
Work shifts between 7:00am and 6:00pm, including coverage during team absences.
Occasionally perform planned maintenance and project work during evenings and weekends