De-Escalation Architect - Remote / Telecommute

Cynet Systems Inc; Cary (NC); Remote; USD 70,000 - 110,000; Full time

Job summary

An established industry player seeks a proactive and self-motivated professional to manage critical incidents and enhance delivery processes. In this dynamic role, you will collaborate with various stakeholders to create action plans, communicate effectively with customers, and contribute to continuous improvement initiatives. Your strong analytical and problem-solving skills will be vital in navigating complex situations and ensuring customer satisfaction. If you thrive in a collaborative environment and have a passion for driving results, this opportunity is perfect for you.

Qualifications

• 4+ years in Development, Product Management, or Consulting.
• Strong technical understanding of IaaS and service-oriented architectures.

Responsibilities

• Manage critical incidents and create action plans with stakeholders.
• Communicate solutions and status updates to customers.

Skills

Analytical Skills

Problem-Solving

Client Engagement

Team Collaboration

Service-Oriented Architecture

Education

Bachelor's Degree in Computer Science or related field

Tools

SAP HANA Enterprise Cloud

Cloud Hosting Services

Job description

Job Description:

Expectations and Tasks:

1. Owns critical incident/situation (escalation level 2 = incident escalation/production down) and creates the overall Action Plan with input from the Cloud Major Incident Manager (MIM), Manager on Duty (MoD), and experts from various areas of ECS Delivery and Digital Business Services.
2. Communicates the Action Plan, solution approach, status, and resolution to the customer.
3. Aligns and communicates with internal stakeholders (e.g., ECS Delivery, Sales, DBS Support & Consulting, Board).
4. Supports critical customer management in de-escalating the situation by tracking the top issues and action plan, and coordinating internal and external communications, including remote/onsite activities.
5. Contributes to Continuous Improvement of delivery processes (ECS Delivery Management, Incident, Problem & Change Management) based on feedback from critical customer situations.

Experience:

1. 4+ years of professional experience in Development, Product Management, Consulting, or related fields.
2. Excellent team player with a passionate, proactive, and self-motivated working style.
3. Proven track record in managing client/customer engagements.
4. Strong technical understanding of service-oriented offerings and architectural layers.
5. Strong analytical and problem-solving skills.
6. Ownership of tasks and processes, setting clear goals, and following up on results.
7. Experience working in an international/global virtual matrix organization.
8. Good technical understanding of IaaS offerings and architectural layers is beneficial.
9. Experience working across Board Areas, LoBs, and organizational boundaries is beneficial.
10. Experience with SAP HANA Enterprise Cloud or SAP cloud products is beneficial.
11. Awareness of current Cloud Hosting trends and their impact on business strategies is beneficial.