Escalation Manager – IT
An Escalation Manager in the IT field is responsible for overseeing and managing the escalation process for technical issues or incidents within an organization. Their primary goal is to ensure that critical issues are resolved promptly and efficiently to minimize downtime and impact on business operations. Here is a sample job description for an Escalation Manager in IT:
Job Summary:
As an Escalation Manager, you will be responsible for coordinating and managing the escalation process for technical issues or incidents reported by customers or internal teams. You will work closely with various stakeholders, including support teams, engineers, project managers, and senior management, to ensure timely resolution of critical incidents. Your expertise in technical troubleshooting, communication, and problem-solving will play a vital role in minimizing downtime, meeting service level agreements (SLAs), and maintaining customer satisfaction.
Job Responsibilities:
- Receive, evaluate, and prioritize technical issues or incidents escalated from support teams, ensuring alignment with defined SLAs and business priorities.
- Collaborate with cross-functional teams, including support, engineering, and operations, to gather relevant information and resources required for issue resolution.
- Act as the central point of contact for all escalated issues, providing regular updates to stakeholders and customers on the status, progress, and estimated time to resolution.
- Identify and assess the impact of critical incidents on business operations, escalating appropriately to senior management and triggering the necessary crisis management procedures.
- Facilitate problem-solving sessions and bridge communication between technical teams to expedite incident resolution and ensure effective knowledge sharing.
- Analyze incident trends and patterns to identify areas for improvement in processes, tools, or training, and provide recommendations to prevent future escalations.
- Develop and maintain escalation management policies, procedures, and guidelines to streamline and standardize the escalation process.
- Conduct post-incident reviews to identify root causes, lessons learned, and areas for improvement, and drive the implementation of corrective actions.
- Provide leadership and guidance to the support team during high-pressure situations, ensuring a focus on customer satisfaction and continuous improvement.
- Stay up to date with emerging technologies, industry best practices, and trends in escalation management to enhance operational efficiency.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Proven experience in a similar role, such as Incident Manager, Problem Manager, or Technical Support Manager, with a strong focus on incident escalation and resolution.
- In-depth knowledge of ITIL (Information Technology Infrastructure Library) framework and incident management best practices.
- Excellent technical troubleshooting and problem-solving skills, with the ability to assess complex situations and make decisions under pressure.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders at all levels.
- Exceptional organizational and time management skills, with the ability to prioritize and manage multiple escalated incidents simultaneously.
- Experience with incident management tools and systems, such as ServiceNow, JIRA, or Remedy.
- Demonstrated leadership abilities, including the ability to remain calm and composed in high-pressure situations and inspire confidence in others.
- Analytical mindset with a focus on continuous improvement, leveraging data and metrics to drive operational excellence.
- ITIL certification is a plus.
Experience Required: 3 – 5 years.
Qualifications Required: Bachelor’s in Computer Science, Information Technology.
Job Location: Ghatkopar, Mumbai