Director, Escalation Management
Tasks
- Advocate product feature enhancements and bug fixes
- Architect incident escalation management strategy
- Coordinate with cross functional teams on escalations
- Deliver executive incident presentations and technical sessions
- Implement process improvements to prevent recurrence
- Lead high severity production incident response
- Manage follow the sun support operations
- Perform post-incident root cause analysis
- Prevent escalations by aligning resources to critical activities
Perks/Benefits
- N/A
Skills/Tech-stack
AWS | Analytics | Cause analysis | Cloud Computing | Command Line | Command-line Interface | Database Administration | Distributed Systems | Escalation management | Follow The Sun | Follow-the-sun Support | Google Cloud | ITIL | IaaS | Incident Command | Incident Response | Microsoft Azure | MongoDB Atlas | NoSQL | Operational Monitoring | Operational dashboards | PaaS | Root Cause Analysis | Root cause | Tableau | Virtual collaboration
Education
N/A
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