Escalation Manager

ManpowerGroup Sp. z o.o.; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative technology company is seeking an Escalation Manager to oversee service incidents and ensure effective communication with customers and internal teams. This fully remote role offers the chance to work in a dynamic environment, where you will lead troubleshooting efforts, manage escalated cases, and drive improvements in service incident processes. Join a forward-thinking organization that values your expertise and provides a supportive atmosphere with numerous benefits, including a sport card, life insurance, and private healthcare. If you are passionate about problem-solving and thrive in a collaborative setting, this opportunity is perfect for you.

Benefits

Sport card

Life insurance

Private healthcare

Qualifications

• 3-5 years of experience as an Escalation Manager or similar role.
• Experience in problem, change, or incident management is a plus.

Responsibilities

• Monitor case queues and ensure escalated cases are handled within SLAs.
• Direct troubleshooting activities and manage service incidents.

Skills

Advanced proficiency in Polish

Advanced proficiency in English

Organizational skills

Problem management

Change management

Incident management

Tools

DNS knowledge

HTTP knowledge

Job description

Job Tasks:

1. Monitoring Tier2 case queues and working with the team to ensure escalated cases are worked within the required SLA’s and customer requirements
2. Being escalation contact for Support Engineers, internal departments, and customers for technical issues
3. Managing all service incidents that occur during shift and whenever additional coverage or assistance is required
4. Directing the troubleshooting activities and engaging other functions as required
5. Driving internal and external communication to ensure on-going updates on the resolution process
6. Facilitating the customer RCA generation, approval and distribution process
7. Generating service incident metrics on a monthly and quarterly basis and identifying trends and recommendations for incident reduction
8. Maintaining, enhancing and updating the service incident infrastructure and procedures

Requirements:

1. Advanced proficiency in Polish and English
2. 3-5 years of experience as an Escalation Manager or in a similar role
3. Experience in problem management, change management or incident management will be an asset
4. DNS and HTTP knowledge (optional)
5. Organizational skills

Offer:

1. Employment based on an employment contract or B2B for 12-18 months
2. Working hours: 9 AM to 5 PM
3. Fully remote position
4. ManpowerGroup benefits such as: sport card, life insurance, private healthcare
5. Opportunity to work in an international technology company with a strong market position