Incident and Escalation Manager
Remote, United States
R
USD 145K-200K (estimate) Senior-level Full Time
Tasks
- Advise customers during crisis situations
- Analyze incident and escalation trends
- Communicate with executives and customers during incidents
- Conduct post incident and escalation reviews
- Coordinate cross-functional incident response
- Create customer recovery plans
- Drive executive escalation resolution
- Improve incident escalation and problem management processes
- Lead major incidents and service disruptions
- Manage executive situation briefings
- Perform root cause analysis
- Serve as incident commander for critical incidents
- Track systemic problems and implement corrective actions
Perks/Benefits
Skills/Tech-stack
Call Management | Cause analysis | Change Management | Confluence | Cross-Functional Coordination | Cross-functional | Data Analysis | DevOps | Development Lifecycle | Distributed Storage | Distributed Storage Architectures | Escalation management | Executive Communication | File systems | ITIL | Incident Management | Incident review | Jira | Lustre | MTTA | MTTR | Microsoft Office | On-Call | On-call Management | Parallel File Systems | Post-incident review | Problem Management | Root Cause Analysis | Root cause | Sales collaboration | Salesforce | Service reliability | Slack | Software Development Lifecycle | Software development | Storage architectures | Technical Troubleshooting
Education
N/A
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