Escalation / Incident Manager ()

We are seeking a detail-oriented and experienced Service Desk Escalation Manager to join our team. In this role, you will be responsible for managing service desk escalations, working with solutions engineers across multiple regions, and providing updates to operations managers. You will be responsible for ensuring that all service desk escalations are addressed in a timely and effective manner, and that solutions engineers have the necessary information to resolve the issue.

Working hours : 12pm-9pm CET (with 1hr break) from Monday to Friday

Key Responsibilities

Manage SLA for Engineering Teams

Analyze and Manage incidents / escalations for Level 2 and 3 Engineering Teams

Trend analysis and maintain customer portfolio for Top clients and present KPIs to Management

Identify customer impact and deliver customer satisfaction and success

Monitor and triage the service desk for level 2 and 3 escalations

Identify pain points and potential solutions and present a roadmap to Management

Incharge of process set up and management for smooth business delivery

Collaborate with Solutions Engineering Managers across multiple regions to ensure timely resolution of escalations

Provide regular updates to operations managers on the status of service desk escalations

Incharge of investigation for Compliance Reports and root cause analysis for Incidents

Track and report on service desk escalation trends to identify opportunities for process improvement

Develop and maintain a knowledge base of known issues and their resolutions

Identify and document service desk escalation workflows and procedures

Experience, Skills and Qualifications

Bachelor's degree in Computer Science, Information Systems, or related field

2+ years of experience in a service desk incident management role

Fluency in English

Experience managing complex technical projects and Engineering / Devops Teams

Experience in incident management and understanding of ITIL, SDLC and customer success

Experience working with service desk tools like ZOHO and JIRA for trend analysis and ticket management

Experience working with global teams, cultures and styles

Strong analytical and problem-solving skills

Excellent communication and interpersonal skills

Ability to manage multiple client portfolios simultaneously and prioritize workload

Strong attention to detail and ability to work independently

If you are a highly organized individual with excellent communication skills and a passion for problem-solving, we encourage you to apply for this exciting opportunity!

In order to apply, please submit your CV in English

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