Escalations Manager

Own Company; Dublin; On-site; EUR 90,000 - 130,000; Full time

Job summary

Own Company is seeking an Escalation Manager to act as incident commander for critical customer issues, coordinating required resources and guiding teams across cloud products.

The role builds relationships with customers and internal teams including Support, Engineering, CSIRT, Sales, Consulting, QA, Program Management, and Product Management, delivering incident responses and relentless service excellence.

Qualifications

• 7+ years of proven experience in a technical support environment.
• 5+ years of proven experience in support management, critical issue management, and incident response.

Responsibilities

• Be responsible for the leadership in owning the critical issues and taking them to resolution.
• Hands-on critical issue manager for all clouds for all Sev 1s; ensure they are being worked on by the appropriate teams.
• Own and engage in the Critical Incidents.
• Represent Salesforce on customer bridges.
• Responsible for incident management to achieve business objectives, including customer satisfaction, employee satisfaction, service levels, resolution time, and deadlines.
• Engage with customers to drive operational excellence.
• Drive consistently high levels of internal/external customer satisfaction.
• Continuously improve on customer service delivery excellence.
• Own the retrospective meetings to identify process improvement opportunities.

Skills

Technical support

Incident management

Executive communication

Cloud infrastructure

Cross-functional collaboration

Customer focus

Leadership

Education

Degree or equivalent experience

Job description

Description

The Escalation Manager role acts as the incident commander to manage critical customer issues by timely engaging the required resources. The manager handles the issues in a hands-on capacity by balancing authoritative and collaborative operational modes based on the situation.

The Manager will build strong relationships with customers, including the Support teams across all cloud products, the Customer Support team, the Engineering team (Site Reliability, Customer Centric Engineering, Technology Communications, and Readiness), CSIRT, Sales, Consulting, QA, Program Management, and Product Management.

The successful candidate will have a validated track record of interacting with customers, working with executives, responding to issues and incidents, working hands-on with the team, and handling stress and ambiguity. This role brings an operational focus on prevention; learning from cases and incidents, and partnering with other teams on initiatives that will reduce or eliminate impact to our customers. They work with the Director to build a work schedule to provide seamless follow-the-sun weekend coverage.

Key Responsibilities:

• Be responsible for the leadership in owning the critical issues and taking them to resolution.


• Hands-on critical issue manager for all clouds for all Sev 1s. Ensure they are being worked on by the appropriate teams and assist as needed.


• Own and engage in the Critical Incidents.


• Represent Salesforce on customer bridges.


• Responsible for incident management to achieve business objectives, including achieving the target for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.


• Engage with customers to drive operational excellence


• Work with other GEO and weekend escalations managers for the incidents that need a warm handoff


• Drive consistently high levels of internal/external customer satisfaction.


• Become a trusted partner for other agencies such as Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and Sales Leadership to ensure company-wide alignment across the business.


• Continuously improve on customer service delivery excellence.


• Own the retrospective meetings to identify the process improvement opportunities

Experience / Skills Required:

• Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviours for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)


• 7+ years of proven experience in a technical support environment, handling highly sophisticated issues


• 5+ years of proven experience in support management, critical issue management, and incident response in a high-growth software/hardware technology organization.


• Highly collaborative and respectful; curious, patient, and able to develop strong working relationships across matrixed teams.


• Exceptional C-Level written and verbal communication skills can create and tailor communications appropriate for the audience and the situation.


• Deep experience leading and responding to sophisticated critical incidents


• Strong teammate with a service-oriented demeanour and a keen focus on enhancing customer experience.


• Focused on quality of service and process development with continuous improvement.


• Preemptive problem-solver engaged both strategically and tactically.


• Strong cloud and infrastructure technology, and delivery experience.


• Strong customer concern management experience with multiple partners, including customers and product teams.


• An understanding of Salesforce product offerings is strongly preferred.


• Driven operational rigour and effective project management skills; able to lead cross-functional collaboration to achieve results.


• Strong customer-facing experience, bridge management, and Incident Command


• Self-motivated, takes the initiative, assumes ownership, and runs programs with minimal direction.


• Deliver operational reports that provide qualitative and quantitative analysis of business performance.
  

Specific Skills:

• Customer-centric demeanour and focus on providing best-in-class service for customers and partners.


• Familiarity with incident management frameworks (ITIL, NIMS, NIST, SANS, etc.)


• Performs with a high level of operational urgency to maintain calm and work closely with a team and partners during a critical situation.


• Ability to lead and drive resolution remotely as an incident commander with excellent executive communications and cross-functional collaboration.


• Must have expertise in handling enterprise-level issues, including leading, prioritizing, and delegating multiple critical issues at once.


• Has experience collaborating and communicating on an executive level.


• Flexibility, integrity and creative problem-solving skills are prerequisites to be successful in this role.


• Must be technically literate and articulate technical issues in a relevant way to both engineers and executive-level management. Deep technical knowledge of multi-tenant, cloud systems, and highly sophisticated infrastructure is highly desirable.


• An influential teammate who builds good working relationships across all functions within the Critical Incident Center and our partners. Demonstrates developing and maintaining productive relationships across organizations to complete business objectives.


• Excellent project management skills, including the ability to influence other teams to lead projects.