Escalation Manager Resume Samples
4.5
(112 votes) for
Escalation Manager Resume Samples
The Guide To Resume Tailoring
Guide the recruiter to the conclusion that you are the best candidate for the escalation manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.
Craft your perfect resume by picking job responsibilities written by professional recruiters
Pick from the thousands of curated job responsibilities used by the leading companies
Tailor your resume & cover letter with wording that best fits for each job you apply
Resume Builder
Create a Resume in Minutes with Professional Resume Templates
CHOOSE THE BEST TEMPLATE
- Choose from 15 Leading Templates. No need to think about design details.
USE PRE-WRITTEN BULLET POINTS
- Select from thousands of pre-written bullet points.
SAVE YOUR DOCUMENTS IN PDF FILES
- Instantly download in PDF format or share a custom link.
MS
M Senger
Melvina
Senger
378 Bayer Plains
Detroit
MI
+1 (555) 241 5337
378 Bayer Plains
Detroit
MI
Phone
p
+1 (555) 241 5337
Experience
Experience
Detroit, MI
Escalation Manager
Detroit, MI
Witting-Greenholt
Detroit, MI
Escalation Manager
- Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
- Initiating hierarchical escalation process as per the incident management process, including senior authorities and securing their support
- Assembling the escalation team, which includes the incident owner, problem owner, and other professionals in the specified area of expertise
- Working with internal stakeholders to ensure that field communications are updated, as necessary
- Working knowledge of Human Resources and Payroll systems
- Planning of absence/missions/sick leaves/training of team members as well as roster management
- Demonstrated leadership in crisis management situations
Houston, TX
Premium Escalation Manager
Houston, TX
Willms, Collier and Oberbrunner
Houston, TX
Premium Escalation Manager
- Drive continuous Support Improvement and Improve Problem Resolution times
- Identify possible product/service quality issues affecting customers and bring them to the attention of the Problem managers
- Facilitate and lead resolution of complex problems. Escalation contact for Support Engineers, internal departments, and customers for technical issues
- Escalation contact for Support Engineers, internal departments, and customers for technical issues
- Collaborate very closely with the Technical Support Line managers to share responsibility for customer escalations and to prioritize allocation of resources, based on escalation priorities and customer temperature
- Participation in escalation review meetings and post-mortems
- Drive internal and external communication to ensure on-going updates on resolution process
present
New York, NY
Senior Escalation Manager
New York, NY
Crona, Walker and Rodriguez
present
New York, NY
Senior Escalation Manager
present
- The Senior Escalation Manager will work with the NEC, Incident owner, Technical Lead and other SMEs/ professionals in the specified area of expertise
- Advises senior management of any developments and action plans
- Proven track record in customer escalation management, and interacting with customers
- Create Executive Summary for NEC Leadership and others (upon request)
- Incident and Problem management
- Directly manage red/orange escalations
- Responsible for end to end escalation management across all products in the Cloudera portfolio
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
University of Arizona
Bachelor’s Degree in Computer Science
Skills
Skills
- Excellent knowledge in MS Excel, PowerPoint, and Word
- Good knowledge of HTTP, DNS, network routing, and common network protocols (TCP/IP) and tools (ping, traceroute)
- Strong organization skills and ability to multi-task and prioritize work
- Excellent communication skills with the ability to work with executive staff members both internally and externally
- Ability to deliver engaging, polished, and professional presentations to internal and external audiences
- Good knowledge of HTTP, DNS, network routing, common network protocols (TCP/IP) and tools (ping, traceroute)
- Excellent written and verbal communication and presentation skills
- Knowledge of shell / perl scripting
- Solid experience in planning and communicating with diverse stakeholders with differing goals, including engineers, salespeople, and, C-level executives
- Ability to manage, teams that handle escalations and identify, isolate and resolve the issues
15 Escalation Manager resume templates
Read our complete resume writing guides
1
Notification & Escalation Manager Resume Examples & Samples
- Help desk
- IT incident management
- IT quality assurance
2
Escalation Manager, Onecloud Resume Examples & Samples
- Engaging in and driving issues to resolution by coordinating the correct resources both internally and externally. As part of this you will
- Travel to other VMware offices as required
- Ability to build and maintain trusted relationships with customers
- Ability to handle multiple competing priorities in a fast paced environment
- Ability to take ownership of and drive projects through to completion, working with a varying and diverse group of technical analysts
- Demonstrated effectiveness working with global or international operations
- Ability to work effectively in high stress situations
- Demonstrated experience influencing people across functional boundaries
- Display a strong sense of urgency
- 5-7 years in technical troubleshooting preferably of a software product, and ideally an enterprise software product
- Basic knowledge of ITIL terminology or better
- VCP certification or equivalent skills
3
Cdot Transition Escalation Manager Resume Examples & Samples
- Support account management experience preferably with Enterprise customers
- Escalation Management and associated escalation support processes
- Set-up and facilitation of conference call meetings that include customers, account teams, technical personnel up to and including Executives. Experience in professional services delivery is desirable
- Experience in escalation management and conflict resolutions is desirable
- Experience in the storage industry is desirable, along with experience in field or technical support
4
Escalation Manager Resume Examples & Samples
- Based in New York City, NY
- Someone to take lead as an ambassador to our customers in the Americas
- Possesses an aggressive approach to customer satisfaction
- A passionate individual that will focus not only on the customer view of the problem, but also drive product and process improvement back into Pivotal
- Willingness to own management of a crisis from beginning to end
- Strong organizational skills; the individual will be expected to drive resolution with customers and internal teams
- Practice a persuasive collaborative approach
- Ability to align technical resources during customer escalations
- Able to communicate with executives professionally and confidently
- Customer visits required in the midst of intense situations. or as a follow up to customer incidents
- Become an influencer within the organization
- Remain calm in highly stressful situations
- Commitment to problem resolution beyond normal business day
- Ensure the customer’s voice is heard throughout the escalation process
- Create and maintain network with field and delivery teams
- Travel possible 20% of the time
- 5+ years of industry experience in technical support, or related fields
- Bachelor’s degree in Computer Science or related field of studies
5
Escalation Manager Resume Examples & Samples
- The majority of SAP’s cloud offerings are in the SaaS (Software as a Service) layer. SAP has complete suites for SME (Small and Middle size) markets such as SAP Business ByDesign and SAP Business One and line of business extensions for large enterprise. Key application areas covered with SaaS solutions include people, money, customers and suppliers
- Software as a service, sometimes referred to as "on-demand software," is a software delivery model in which software and associated data are centrally hosted on the cloud. SaaS typically is accessed by users via a web browser
- SaaS Cloud Delivery Budapest is a key location responsible for Operating SAP’s SaaS Cloud Products. Team needs to ensure the various Productive landscapes are running well for European Customers along with global
- We are looking for Escalation Manager who is able to work in a fast paced, high demand environment
- Manage daily Operations tasks 24/7
- Drive escalations and root cause analysis and provide solutions for complex incidents
- Encourage and drive innovative thinking to solve complex problems
- Drive solutions for major escalations in complex environments in cooperation with development/support
- Focus on critical Incidents/messages
- Take leadership on critical issues that impact the service and availability of the application
- Mentoring
- Own trainings and workshops
- Take ownership of product rollout and operational documentation
- Support the management and staff
- Act as a management escalation point for staff and issues
- Performs management rotation support of upgrades and patches
- Drive solutions, deliver on project goals and ensure SLAs are met
- Lead internal projects, extended cross LoB activities/communication
- Experience on any of the Java enterprise application servers JBoss / Tomcat / weblogic / websphere / Glassfish / tomcat
- Database – Oracle
- 4-7 years’ experience with the following
- Linux Administration and Support
- Java Application triage
- Tomcat or JBoss administration
- Scripting (shell, bash, perl, etc.)
- Bachelor or Master Degree in Computer Sciences Technical Skills
- OS – Linux / Solaris
- OS – Windows Server
- Database Principles (at least on a basic level)
- VMWare and Virtualization concepts
- Java Administration & Monitoring (if is needed)
- Performance tuning
- Troubleshooting tools & techniques
- Knowledge of shell / perl scripting
- Tomcat/JBoss administration and troubleshooting
- Monitoring tool management and administration (if is needed)
- Ability to manage, teams that handle escalations and identify, isolate and resolve the issues
- Process knowledge in Incident handling
- Ability to take leadership to drive issues to resolution
- Ability to hire, onboard and train
- Mentoring and training of new staff
- Cross team collaboration
- Ability to communicate and coordinate issues and drive resources to remediate issues
- We appreciate: Java/J2EE administration (not mandatory),Linux Certification (not mandatory)
6
Escalation Manager Resume Examples & Samples
- Overall 5+ years of experience in customer-facing, pre-sale/post-sale positions working with complex IT solutions
- Extensive knowledge and experience in the enterprise IT infrastructure and storage space, including virtualization and SAN, is required, along with a broad understanding of the enterprise software world
- MS or B.Sc. in CS, CE, EE or related fields
7
Escalation Manager Resume Examples & Samples
- Strong understanding of the business impact of technical issues and decisions
- Technical understanding of Enterprise product integration; AD, Exchange, Sharepoint, Firewalls, Load Balancers
- Excellent communication skills with the ability to work with executive staff members both internally and externally
- Availability for weekend customer escalations during high priority issues, and support management rotations
8
CX Global Escalation Manager Resume Examples & Samples
- Working collaboratively to identify and assess escalations — covering individual or groups ofcustomers — as well as defining the escalation process, de-escalation strategy and exit criteria
- Co-ordinating resolution efforts across CX, Dropbox and outsourced provider
- Implementing and managing the CX escalation process across Dropbox and its outsourced support provider
- Co-ordinating internal and external communications during escalations, particularly with customer-facing teams such as Sales and Customer Success
- Owning priority support and other Staff-level support requests on behalf of Dropbox’s customers
- Co-ordinating root cause analysis / post-mortem discussions to eliminate or minimize the impact of similar escalations in the future
- BCP co-ordinator for CX
- Co-ordinating cross functional responses to tools outages
- 4+ year’s experience in escalation or technical support management
- Experience of leading customers through challenging issues to successful resolution
- Ability to understand the business impact of customer support issues, and advocate for the customer in internal resourcing discussions
- Strong communicator with specific experience of managing customer expectations and senior stakeholder communications
- Demonstrated ability to resolve or drive resolution to critical situations through innovative solutions
- Ability to manage multiple tasks and projects while working cross-functionally in a fast paced environment
- You have existing knowledge of Dropbox products
- You are degree qualified in a technical or business discipline
9
Escalation Manager Resume Examples & Samples
- Must be willing to lead the SolarWinds MSP critical case management process by partnering with Engineering, Product Management, Sales Teams, and Senior Leadership to make sure we deliver exceptional customer experience
- Ability to drive issues from escalation to resolution with a high sense of urgency and understanding and balancing importance
- Previous experience in taking the lead in developing action plans, internal status updates, and customer communication during critical incidents and escalations
- Provide frequent communication with Senior Leadership Team, Development Management, Sales, Technical Support and customers
- Must be process-oriented in work ethic with experience in holding others accountable to the established escalation process / protocol experience supporting mission-critical IT infrastructure technologies
- Superior interpersonal skills and the ability to effectively communicate with all levels of management in a crisis situation, ranging from technical and non-technical key players to Executive teams
- Motivated self-starter with a strong work ethic and ability to work effectively under pressure. Exceptional documentation skills and habits – meeting minutes, action plans, status updates, knowledgebase articles, etc. Willingness to jump into critical customer situations with little notice, understand technical issues, and quickly bring cross-functional team members together to develop and deliver on action plans
- Bachelor’s degree in technical related field preferred. High School diploma with 3-5 years’ industry experience required
- PMP certification or demonstrated experience managing projects / action plans and driving cross-functional teams to resolution Experience with Cloud applications and storage technologies preferred
- Experience with Salesforce CRM (or similar CRM)
- Experience supporting and interacting with MSP & Enterprise level IT customers
- Strong experience in a direct customer-facing role managing critical incidents and escalations
10
Premium Escalation Manager Resume Examples & Samples
- Facilitate and lead resolution of complex problems. Escalation contact for Support Engineers, internal departments, and customers for technical issues
- Drive internal and external communication to ensure on-going updates on the resolution process
- Collaborate very closely with the Customer Care Line managers to share responsibility for customer escalations and to prioritize allocation of resources, based on escalation priorities and customer temperature
- Responsibility for one or more accounts that require long-term technical escalation management. Follow up on Customer Satisfaction issues as reported
- Minimum 3 years of overall support experience
- Minimum 1 years of experience with Internet technologies/protocols, including DNS, TCP/IP and HTTP/HTTPS
- Minimum 1 years of experience in system support, with a minimum of 1 year of experience in incident management
- Masters/PhD preferred
11
Escalation Manager Resume Examples & Samples
- Monitor case queues and work with the team to ensure escalated cases are worked within the required SLA’s and customer requirements
- Direct the troubleshooting activities and engage other functions as required
- Drive Problem Prevention - Some issues may require long-term management, due to repeated or systemic problems. Work closely with the problem management team to drive these issues to closure
- Identify possible product/service quality issues affecting customers and bring them to the attention of the Problem managers
- Drive continuous Support Improvement and Improve Problem Resolution times
- Participation in escalation review meetings and post mortems
- Bachelor's Degree in Computer Science/Engineering (or related field) or equivalent experience
- Proven leadership skills within a customer support organization
- Good knowledge of HTTP, DNS, network routing, common network protocols (TCP/IP) and tools (ping, traceroute)
- Strong analytical skills and technical writing skills; excellent communicator who can disseminate information in a clear manner to both business and technical audiences
12
Escalation Manager Resume Examples & Samples
- Act as MOD for your region, tracking all escalations and critical issues, and ensuring hand-off between regions
- Manage, mentor and develop a team of escalation engineers in your region
- Take leadership and drive technical escalations to resolution to ensure maximum availability and performance – nothing is more important than availability!
- Drive solutions for major escalations in complex environments, in cooperation with development, infrastructure and operations
- Identify areas of issue, concern or weakness and work cross functionally to deliver solutions to improve the availability, scalability, performance and efficiency of SAP SuccessFactors’ service
- Identify problems relating to mission critical services and push requirements to aid in recovery automation and avoid problem reoccurrence
- Work with DevOps, Development and Delivery to capture and drive root cause remediation data and requirements
- Be an advocate for and an implementer toward continuous improvement of service and design
- Mentor developing talents and engineers
- Lead internal initiatives and projects as required
13
Escalation Manager Resume Examples & Samples
- Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
- Linking the escalation task with incident problem records, identifying suitable internal resource contacts, and providing the appropriate customer management services qualified for the task
- Assembling the escalation team, which includes the incident owner, problem owner, and other professionals in the specified area of expertise
- Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation process
- Coordinating with customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly
- Initiating hierarchical escalation process as per the incident management process, including senior authorities and securing their support
- Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, ensuring that Knowledge Management systems are updated, and maintaining compliance with the corporate and regional escalation policies
- Working with internal stakeholders to ensure that field communications are updated, as necessary
- Meeting service level agreements
- Exceeding Initial Response (IR)
- Team management
- Expertise in staff handling
- True interest in customer satisfaction
- Has proven track record in escalation management with defined operational procedures for increasing the efficiency of task accomplishment
14
Senior Escalation Manager Resume Examples & Samples
- Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task
- The Senior Escalation Manager will work with the NEC, Incident owner, Technical Lead and other SMEs/ professionals in the specified area of expertise
- Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly
- Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises
- Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly
- Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies
- Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation
- Facilitate Outage Conference Call
- Ensure Basic Triage Questions are asked/answered by the NEC and SMEs
- Create Executive Summary for NEC Leadership and others (upon request)
- Provide verbal summary on the call while keep the call progressing - for significant outages
- Track open/closed workstreams by SMEs
- Define clear plan of action for follow-up (monitoring, additional touch points, meetings, updated communications)
- Approve all paging/email communications from NEC, prior to sending. Ensure timely sending of all communications
- Determines if the call should reconvene at set intervals for updates. Allowing for the SMEs to troubleshoot and resolve
- At least 1 year experience with activities, tasks, practices and deliverables for assessing and documenting business opportunities, benefits, risks, and success factors of potential applications
- At least 6 years experience within a total Information Technology (IT) environment
- At least 1 year experience with tools and techniques for planning, organizing, monitoring and controlling IT projects
- Capable of handling escalation staff team of larger numbers
- Proven track record in escalation management with defined operational procedures for increasing the efficiency of task accomplishment
- Capable of achieving results which depend on international collaboration
- High proficiency to drive changes, projects, process improvement
- Outstanding organizational, written/oral communication, interpersonal, & relationship building skills
- Adeptness to balance multiple priorities in an interrupt-driven environment
- Strong understanding of Escalation Management processes
- Ability to learn and adapt quickly in a dynamic environment
- Background on technical Project team, Program and/or Release Management experience
15
Escalation Manager Resume Examples & Samples
- Drive internal and external communication to ensure on-going updates on resolution process
- Collaborate with Customer Care Line managers to share responsibility for customer escalations and prioritize allocation of resources based on escalation priorities and customer temperature
- Applicants must meet one of the following education and experience requirements
- Minimum 2 years of experience with Internet technologies/protocols, including DNS, TCP/IP and HTTP/HTTPS
- Minimum 1.5 years of experience in system support, with a minimum of 0.5 years of experience in incident management
16
Escalation Manager Resume Examples & Samples
- Follow workflow procedures of operations center in large global environment
- Escalation contact for engineering, product development and support departments for technical issues
- Facilitate the customer RCA generation, approval and distribution process
- Generate service metrics on a monthly and quarterly base and identify trends and recommendations for quality improvements
- Bachelor's Degree in Computer Science/Engineering or equivalent experience
- 6+ years of overall support experience
- experience with Internet technologies/protocols, including DNS, TCP/IP and HTTP/HTTPS
- Experience in system support, with a minimum of 1 year of experience in incident management
17
Premium Escalation Manager Resume Examples & Samples
- Drive Problem Prevention - Some issues may require long-term management, due to repeated or systemic problems. Work closely with problem management team to drive issues to closure
- Participation in escalation review meetings and post-mortems
- 5 years of relevant experience and a Bachelor’s degree Computer Science, Computer Engineering or its equivalent or
- 3 years of relevant experience and a Master’s degree degree Computer Science, Computer Engineering or its equivalent
- Minimum 5 years of overall support experience
- Minimum 3 years of experience with Internet technologies/protocols, including DNS, TCP/IP and HTTP/HTTPS
- Minimum 2 years of experience in system support, with a minimum of 1 year of experience in incident management
18
Senior Escalation Manager Resume Examples & Samples
- Responsible for end to end escalation management across all products in the Cloudera portfolio
- Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status
- Coordinates activities with Account Personnel from Sales, Solution Architects and Customer Service to ensure all customer needs are met
- Acts as point of escalation for support and customer success concerns on specific problems relating to assigned division or country and is responsible for ensuring follow up and fault resolution
- Identifies and facilitates the route of all technical queries and problem resolution from the customer / field to Cloudera Technical Support and Engineering
- Advises senior management of any developments and action plans
- Generates support plans to resolve moderately complex service related problems
- Integrates customer and Cloudera business requirements with technical requirements to determine best course of action when resolving customer issue
- Controls and directs internal resources in terms of setting time requirements and expectations. Ensures suitable level of service personnel and activity during problem resolution at all locations
- Will carry a cell phone and will likely be called upon during off-hours to become actively involved in resolving a customer issue
- Cross-Functional Skills
- Ability to navigate highly technical issues to accurately prioritize
19
Premium Escalation Manager Resume Examples & Samples
- Collaborate very closely with the Technical Support Line managers to share responsibility for customer escalations and to prioritize allocation of resources, based on escalation priorities and customer temperature
- Fluent Mandarin and English language skills
- Minimum 8 years of overall support experience
- Minimum 5 years of experience with Internet technologies/protocols, including DNS, TCP/IP and HTTP/HTTPS
- Minimum 3 years of experience in system support, with a minimum of 1 year of experience in incident management
- Cantonese language skills to cater to HK customers
20
Escalation Manager Resume Examples & Samples
- Take ownership of the escalation process for specific technical support cases where a customer’s network is down or severely impaired
- Direct progress of technical support staff, escalation team, engineering team and all other F5 resources in addressing customer production issues, function as point-of-contact for issue management
- Create and manage comprehensive plans of action to resolve technical issues affecting enterprise customers
- Provide post-mortem review and analysis as required by internal teams or customers
- Interface closely with field teams to ensure coordinated and consistent messaging from F5 during an incident
- Analyze the resulting relationship between F5 and the customer. If corrective action needs to be taken, partner with the account teams or other internal resources to improve the long-term relationship with the customer
- Once the incident has been resolved and the customer is satisfied, the EAD extracts themselves from the account
- Must be able to direct others and set priorities to resolve crisis or high-visibility situations while remaining calm and advocating best practices
- Two to three years in an operational leadership role successfully resolving production outages, service impairments or other high visibility events for enterprise customers
- At least 5 years technical networking background. This ideally would be a mix of both working for a vendor and a client
- BS/BA degree or equivalent years’ work experience
- Must be able to influence and manage a client as well as internal resources that don’t directly report to this position
- Must have proven project management skills – PMP is a plus
- Must be able to show good judgment skills and the ability to put the customer first
- Must be a self-starter and show initiative with the ability to work past barriers
- Must be able to relay complex technical information to people with varying skill and knowledge levels
- Must be proficient in Excel and PowerPoint applications
21
Escalation Manager Resume Examples & Samples
- Own and run account level escalations relating to Digital Marketing solutions
- Quickly work with team to formulate and execute against action plan to resolve
- Ensure rapid response/resolution to technical escalations
- Collaborate with leadership to identify changes needed to improve overall experience
- Ensure resolution results are within established Service Level Guidelines
- Record and document all issues related to customers following established process guidelines
- Report to leadership weekly on status of escalations
- Work with leaders across organizations on matters concerning multiple functional areas and/or customers
- Personally work high priority technical issues directly where needed
22
Premium Escalation Manager Resume Examples & Samples
- Monitor Tier2 case queues and work with the team to ensure escalated cases are worked within the required SLA’s and customer requirements
- Escalation contact for Support Engineers, internal departments, and customers for technical issues
- Manage all Service incidents that occur during our shift and whenever additional coverage or assistance is required
- Generate service incident metrics on a monthly and quarterly base and identify trends and recommendations for incident reduction
- Maintain, enhance and update the service incident infrastructure and procedures
- Coordinate the incident reviews and post mortems, communicate resulting actions and provide constructive feedback to the management team for process improvements
- Moderate the weekly incident review meetings and assign appropriate staff to prepare and present the Service Incidents scheduled for review
- 2 years of relevant experience and a Bachelor’s degree {add Degree info here} or its equivalent or
- Relevant experience and a Master’s degree or PhD {add Specific Degree here} or
- Minimum 2 years of overall support experience
- Minimum 2 years of experience in system support, with a minimum of xx year of experience in incident management
23
Escalation Manager Resume Examples & Samples
- Tracks, monitors and regularly reports on multiple teams' operations, and closely manages critical customer accounts to develop path to issue resolution. Ensure delivery of superior-level service to end-user customers, and acts as point-of-contact for escalated issues for internal senior management to ensure appropriate response and focus of support teams
- Is able to motivate multiple local teams and provide counseling and direct feedback on a regular basis
- Monitor incoming and existing workloads to ensure support reps are following the expected Service level goals. Achieve and maintain targeted team statistics along with other established goals. Conduct, review, and respond to customer satisfaction surveys. Help prepare action plan(s) to address identified issues
- Coaches and provides career development advice to staff
- Identifies and fulfills formal and informal training needs to meet the skills and experience requirements of the team and support business goals
- Addresses performance issues and provides ongoing and corrective feedback in a timely and constructive manner
- Manages staff scheduling to meet business goals including work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back‐up for absent employees, and shift rotations
- Mitigates team conflict and communication problems through coaching and conflict resolution practices
- Provides input to senior management regarding appropriate staffing levels needed to meet departmental goals
24
Senior Enterprise Escalation Manager Resume Examples & Samples
- Assess and identify complexity of customer issues during escalation
- Retain records of historical escalations
- Link escalation tasks with incident problem records
- Identify appropriate owners to provide resolution and coordinate support engagement
- Communicate to C Levels on progress of critical escalations
- Engage and collaborate with Sales and Customer Success leadership
- Retention of customer accounts through exceptional customer service and follow-up
- Establish and maintain valued business trust with all assigned customers, partners or agents
- Liaise with Engineering leadership to relay escalation feedback
- Ensure that escalation Service Level Agreements are met
- Embed competencies to improve and innovate customer experiences
- Embed skills to understand and improve priority experiences
- Coordinating with the customers for developing an escalation management plan
- Updating and maintaining escalation process records
- Informing the customer about root cause of escalations and gather feedback
- Exceptional conflict management skills
- A technical degree with 4+ years managing Enterprise level customers
- Detailed understanding of best practices for cloud based communication systems
- Understanding of Cloud Contact Center architecture and infrastructure a plus
- Experience working with telecommunications and networking
- Experience with complex phone and IT deployments
- High-horsepower, high-energy, visionary leader with a proven entrepreneurial track record of defining and delivering new initiatives
- Consistent track record of building and managing great relationships and relentless operational execution
- Extensive experience presenting to and collaborating with Upper Management including CEO
- Skillful collaboration and diplomacy to ensure smooth working relationships across matrixed teams
- Robust analytical skills and the ability to deliver on detail as well as strategy
- Ability to quickly grasp and distinctly explain technology and business concepts
- Product knowledge: UCaas, IaaS, VoIP, managed WAN & LAN
- Proven organizational, time management, and ability to multi-task
- Demonstrated ability to meet and metric targets
- Exceptional conflict resolution skills
- Adaptive, willing-and-able attitude
- Ability to travel relative to the geographic disbursement of assigned customers
25
Escalation Manager Iaas Resume Examples & Samples
- Proven communication, presentation and negotiation skills through previous interaction with customers and peers
- Ability to establish and communicate departmental objectives and implement plans to assure attainment of goals
- Strong experience in issue resolution, issue prioritization, customer management and technical account management
- Strong experience in tracking customer issues through to resolution and providing regular status reports to customers and internal teams
- Excellent general IT skills and strong knowledge of current technologies
- Strong leadership abilities and proven success in coaching and mentoring individual contributors
- Creative problem-solving and analytical skills
- Flexibility - this is a high growth area that requires agility
26
Escalation Manager Resume Examples & Samples
- Must be in good standing
- Assist in identifying problem accounts, work with the assigned Account Managers to mitigate the risk of cancellation or future disservice and serve as a point of contact for the customer if they, or the Account Manager, requests escalation internally
- Improve the retention rate for Cvent’s existing customer base and thus increase revenue impact across Cvent Products. This includes remediating assigned at-risk accounts as well as identifying new revenue generating opportunities within at-risk accounts, when appropriate and relevant
- Advise the assigned Account Manager on suggested remediation and next steps and/or work directly with the customer toward a resolution, if appropriate. Escalation Managers are expected to develop a complete and unbiased understanding of the escalated account situation and work with the relevant teams to find a solution
- Manage the data collected through the At Risk Account (ARA) program and be prepared to present key feedback to Cvent leadership and department leads
- Help coordinate and then ensure consistency across the various teams in terms of policies and processes for handling at-risk customer interaction and escalations
- Maintain an in-depth knowledge of Cvent products and services, account and billing processes, various policies and procedures and points of escalation related to service delivery and product; work closely with these teams as needed for issue resolution
- Forecast potential loss of revenue due to missing functionality or product limitations and work with the Technology Project Managers on possible deliverables and future updates that might mitigate the non-renewals
- 4-6 years of proven customer facing sales or account management experience in a SaaS environment, preferably within the event, hotel, or travel industries
- Comfortable learning, using and discussing very granular elements of Cvent technology and integrations
- Articulate, organized, detail-oriented, and possess the ability to multi-task in a dynamic, extremely fast-paced and ever-changing, entrepreneurial environment
- Able to integrate knowledge across disciplines to include prospecting, consultative selling, product demonstrations, negotiating contracts, operation/process flow, and understanding Cvent internal processes
- Strong sense of initiative and personal leadership demonstrating the ability to function independently while contributing to team initiatives. Must be self-motivated and able to see things from the ‘customer lens’
- Significant experience using sales automation products and web collaboration tools; Salesforce.com is highly preferred
27
Escalation Manager Resume Examples & Samples
- Responsible for Escalations in EMEA
- Work closely with the Global Escalation Management team, Rapid Response team, the Global Service Desk, R&D, Customer Success Managers, Services, customers and partners to help incidents get resolved as quickly as possible
- Owns the escalation and the overall action and communication plan
- Proactively monitor the SDM queue to help the SDM resolve incidents from high priority customers before they are escalated
- Is responsible for customer satisfaction
- Co-ordinates all the resources required to resolve an escalation
- Creates new escalation records, analyzes the customer requirements and creates an action and communication plan for the escalation
- Takes the escalation through to satisfactory resolution for all stakeholders
- Ensures that the escalation is fully documented and works with the case owner to ensure that the case is documented and executed correctly
- Participate as required in R&D and Support initiatives and meetings
- Experience with QlikView software 5+ years, either as senior support engineer or consultant with QlikView Server certification and proven expertise in an enterprise environment
- Previous work experience in an IT/software support or consulting environment - 4 to 8 years
- Experience of Microsoft environments and BI in particular
- Management experience is a plus
- A working knowledge of some of the following areas
- Windows OS and security
- IIS
- Web services
- XML, HTML, ASPX
- Citrix
- C++/C#, .NET
- Knowledge of ITIL – certification a plus
- Customer Service related certifications a plus
- LI-SB *
28
Senior Escalation Manager Resume Examples & Samples
- Manage customer escalations within engineering
- Excellent communication skills (both written and verbal) with strong presentation and facilitation skills
- Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
- Proven team player and team builder
- Build strong relationships and drive proactive activities with Global Services organizations at all levels
- Actively drive triage and trouble-shooting efforts on live customer webex sessions, and communicate status to executives
- Lead and drive RCCAs and bring them to closure including future product features and enhancements
- SaaS Customer & Engineering Escalation Support
- Involvement with SRE SaaS teams to drive resolution of issues
- Exposure to a DevOps environment
- Requirements
- 5+ years of experience sustaining or developing enterprise system-level software
- 5+ years of interaction with enterprise customers
- Proven track record in customer escalation management, and interacting with customers
- MS in Computer Science or equivalent
- Virtualization technologies
- Familiarity with operating systems such as Linux, UNIX or Windows
- Some experience or background in cloud solution technologies
29
Escalation Manager Resume Examples & Samples
- Process and methodology to solve broad issues that are complex in scope
- Set-up and facilitation of face-to-face or conference call meetings that include customers, account teams, and technical personnel
- NAS and/or SAN storage and surrounding infrastructure
- Network architectures including the roles of routers, switches and protocols
- RAID and storage systems
- UNIX/LINUX/AIX/HP-UX configuration and administration
- Data ONTAP operating system and NetApp clustering
- Responsibility
- A minimum of 6 years of experience as an individual contributor and a minimum of 3 years as a project manager, tech support or escalations engineer, Support Account Manager, or Technical Account Manager is required
- A Bachelor of Science in Engineering or Computer Science, or equivalent related experience is required
- Demonstrated ability to manage multiple, critical projects is required
30
Escalation Manager Resume Examples & Samples
- Act as single point of contact for the escalation
- Understand and assess how the issue affects the customer
- Agree on and document closure criteria with the Customer Contact
- Agree on and document a formal communication plan with the Customer, the Account Team and Customer Support. The communication plan includes the list of people to be informed and the means of communication, frequency, alternate communication options and backup strategies for communication
- Coordinate Informatica and Customer activity to assure constant progress toward and focus on closure criteria
- Manage the escalation and the internal communication. Throughout the formal escalation process, the Escalation Manager will manage all communications to the Informatica management team and to the Customer. The Escalation Manager will also record all updates, as to communication status and progress in the GEMS (Global Escalation Management System). The Escalation Manager defines the content of communication to the customer, working with the Customer Contact
- Own the Action Plan, document and track the escalation
- Conduct closure review and close escalation after closure criteria have been met
- Conduct post escalation review
- 5+ years of customer service experience required
- Highly effective oral, written communication and presentation skills required
- Ability to remain calm and focuses in tense situations
- Proven ability to work independently in a fast-paced environment
- Strong organization skills and ability to multi-task and prioritize work
- Ability to work on a flexible schedule
- Bachelor’s Degree or higher (or equivalent work experience)
31
Escalation Manager Resume Examples & Samples
- Good Team management skills, Previous management experience is a plus
- Good personal and team organization skills
- Excellent interpersonal and communication skills across multi-cultural and cross functional environment
- Time management skilled
- Decision Making ability
- Strong experience in dealing with customers. Customer Oriented Attitude
- Fluent in both spoken and written English
- Ability to work in a stress environment
- Strong team player, both within organization and other groups and division at all levels
- Bachelor degree in telecommunications and/or computer science/engineering field
- Min of 8 years of expeirience in telecoms fields, of which min 2 years of experience within Orange in the field of Messaging and Collaboration
- Experience with Messaging and Collaboration Solutions from different vendors i.e. Microsoft, Oracle, Linux-based products
- Relevant Certifications is a plus
32
Senior Escalation Manager Resume Examples & Samples
- Very strong customer service orientation
- Ability to present ideas in a business and user-friendly language
- Ability to build relationships and influence Senior Leadership
- Ability to have difficult conversations with multiple levels within the organization
- Knowledge of software development lifecycle
- 10+ years account management, consultation, project management, escalation management and/or technical support experience
- Bachelor's degree in Computer Science, MIS/CIS (or equivalent)
33
Escalation Manager Resume Examples & Samples
- Facilitate technical and management escalations in our installed base by working with technical support, engineering partners, and third party partner companies
- Perform technical project and problem escalation management using a holistic approach, typically from initiation to resolution delivery, while ensuring appropriate resources are engaged when needed
- Coordinate cross-functional teams through meetings and progress measurement activities which bring distinct, specific escalations to completion in a timely manner
- Keep all relevant parties informed
- Perform regular updates of unified escalations list and watch list entries for the assigned situations in a manner which is consistent for the intended audience (Support Delivery or Sales team, C-level executives, etc.)
- Mentor and coach technical support delivery and customer engagement professionals to manage escalation situations and enhance their soft skills
- Serve as the local point of contact for process improvement recommendations and for questions about processes and procedures
- Ensure that the quality of case contents and management meet internal standards
- Monitor call handling and hand-off to ensure escalated cases are being handled promptly and by priority
- Document case quality analysis on escalated cases
- Provide feedback to managers on case and process performance at an individual level
- Train colleagues on new or revised processes
- 3+ years of industry experience managing customer escalations; full understanding of industry practices, policies, and procedures
- Experience identifying and implementing process improvements
- Ability to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors
- Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
- Experience providing technical support to customers
- Experience dealing with complex implementations and multidisciplinary teams
- Solid experience in planning and communicating with diverse stakeholders with differing goals, including engineers, salespeople, and, C-level executives
- Ability to deliver engaging, polished, and professional presentations to internal and external audiences
- Bachelor's degree in a technical field is a plus
34
ESC Btg-lync Escalation Manager Resume Examples & Samples
- Intervene in any escalated incident and outage providing clear actions for resolution on behalf of the incident management team in a timely manner
- Provide continuous guidance and knowledge transfer for team members
- Full awareness of any historical escalated incident, change or migration
- Provide necessary reports for management, internal entities and customers
- Communicate regularly and align with implementation, service management and engineering/design teams
35
Critical Case Manager / Escalation Manager Resume Examples & Samples
- The types of tasks this individual is responsible are a mix of structured and unstructured tasks. This individual will apply attained experiences and knowledge in solving routine to moderately complex problems
- A minimum of 4 years of experience is required. 5 to 7 years of experience is preferred
- Demonstrated ability to have completed multiple, moderately complex technical tasks
36
Escalation Manager Resume Examples & Samples
- Participate in day, evening or overnight security operations center shift schedule**
- Manage all service incidents that occur during the shift and whenever additional coverage or assistance is required
- Minimum 6 years of relevant experience with a Bachelor's Degree in Computer Science, Engineering, another related field or it's equivalent or
- Minimum 3 years of relevant experience with a Masters Degree in Computer Science, Engineering or another related field or
- 5+ years of experience with Internet technologies/protocols, including DNS, TCP/IP and HTTP/HTTPS
- 3+ years of experience in system support, with a minimum of 1 year of experience in incident management
37
Escalation Manager Resume Examples & Samples
- Facilitate technical strategy conversations
- Take the lead in acting upon process change ideas, Influence others towards action and change
- Meet critical client SLA’s to ensure client resolution
- Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled
- Ensure customer escalations are resolved within agreed upon timelines
- Reduce escalation volume
- Lead improvements by monitoring and developing dashboards to proactively monitor trends and customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity
- Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources
- Prepare and distribute weekly recap reports of all Services and Development Escalations
- Support leadership in strategic, business, and operational planning
- Minimum of 5 years’ experience in providing complex SaaS Customer Support, management, and/or supervision
- Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
- Proven track record of working collaboratively to improve the customer’s experience
- Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels
- Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects
- Able to manage relationships with peers and managers as it relates to support and services
- Ability to navigate complexity and create collaborative, cross-functional solutions
- Strong communication, presentation, and relationship management skills
- Able to translate complex issues in an understandable, organized way
- Working knowledge of Human Resources and Payroll systems
- Knowledge of CRM tools, preferably Salesforce
- Good working knowledge of MS-Office and Reporting tools
38
Escalation Manager Resume Examples & Samples
- Be well-organized in project management practices included but not limited to developing project plans, risk mitigation, and status reporting
- Willingness to jump into critical customer situations on a moment’s notice, understand technical issues, and quickly bring cross functional team members together to develop and deliver on action plans
- Assist with identifying root cause for all escalated service requests, and partner with service delivery teams to formulate continuously improvement processes
- Prioritize and stimulate escalations with Product Development to ensure visibility, traction and ultimate closure
- Advocate during an escalation for customers' product feature priorities internally during CSTAT and Pulse Meetings
- The Escalation Manager owns the management of the escalation end to end, from the time that the case is escalated to the Post Escalation Review
- Understands and assess how the issue affects other customers
- Review the root cause of escalated service request and use this information to promote and document continuous improvement
- Own the Action Plan within the Escalation Management workflow, document and track the escalation
- Establish and lead the conference call for Escalation Review meetings
- Bachelor’s degree or equivalent combination of education and practical experience
- Minimum 2 years’ experience in a direct customer-facing role managing critical incidents and escalations
- Aptitude in analyzing technical concepts and translating them into business terms
- Excellent prioritization and time management skills in a fast-paced, interrupt-driven environment
- High sense of urgency and ability to deliver consistent results and world-class customer satisfaction
- Process-oriented work ethic with experience in holding others accountable to the established escalation process/protocol
- Strong knowledge of business processes (i.e. Implementation, Client Management, Support), business applications and automation
- Excellent knowledge in MS Excel, PowerPoint, and Word
39
Escalation Manager Resume Examples & Samples
- Bachelor degree in Computer Science or Engineering and / or MBA preferred or equivalent experience
- 8 plus years of customer facing experience in a combination of technical and account management
- Demonstrated leadership in crisis management situations
- Strong troubleshooting skills across/between complex solution components from multiple parties
- Ability to build effective relationships, both internally and with Philips clients
- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster open dialog
- Maintain an in-depth knowledge of the HISS products and services, policies and procedures related to service and organization such that effective escalation planning is possible
- Prior experience with large, complex project implementations
- Candidates need to possess the ability to impact and influence customers and partners with a high degree of autonomy, energy, flexibility and the drive to create measurable results
40
Client Escalation Manager Resume Examples & Samples
- Respond to escalation management requests rapidly, quickly comprehend the issue(s), gather the client’s business impacts and identify internal stakeholders
- Act as an Escalation Coordinator for Major Incidents, including stakeholder communications, assembling the restoration team, leading bridge calls/chat rooms and after actions
- Conduct Post Action Reviews for Major Incidents and Product Issue Escaaltions
- Establish and maintain effective and timely communication streams (email & meetings) to stakeholders
- Develop and maintain a prioritized issue list and Action Plan to drive resolution to critical issues
- Coordinate resources to address the Action Plan for assigned accounts
- Provide insight to senior management on current state of client escalation engagements
- Establish and promote Escalation Management best practices within Merrill
- Create quarterly reports and present escalation trends to senior management
- 3+ years experience in a customer service/relationship or account management role for a software company (SaaS preferred)
- Strong leadership, negotiation and client management skills
- Action Oriented and operates with a sense of urgency
- Technical Acumen
- Ability to establish and maintain strong cross-departmental & cross- theatre relationships
- Exposure and understanding of the complexities of SaaS software
41
Escalation Manager Resume Examples & Samples
- Review, analyze and solve customer issues escalated from 3rd tier support
- Develop required software solutions or bug fixes, work with product and QA teams to prioritize development and streamline into main versions
- Work with technical groups from strategic customers to review requirements and define adequate solutions
