Escalation/Incident Manager

2 days ago

Prague, Hlavní město Praha, Czech Republic TransPerfect Full time 40,000 - 60,000 per year

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

  • Incident Manager

    1 week ago

    Prague, Hlavní město Praha, Czech Republic Zásilkovna Full time 400,000 - 800,000 per year

    Jsme Packeta Innovations, součást skupiny Packeta Group, kam patří i Zásilkovna. Naše technologie denně pomáhají doručit statisíce zásilek po celém světě a my stojíme za jejich hladkým chodem. Vyvíjíme, provozujeme a neustále vylepšujeme systémy, které propojují svět logistiky, financí i obchodu. Většinu věcí zvládáme...

  • Production Engineering Manager

    1 week ago

    Prague, Hlavní město Praha, Czech Republic Veeam Full time 60,000 - 120,000 per year

    Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their...

  • Service Integration and Management Specialist

    2 weeks ago

    Prague, Hlavní město Praha, Czech Republic NTT Ltd. Full time 900,000 - 1,200,000 per year

    Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.Your day at NTT DATAThe Service...

  • Service Integration and Management Specialist

    1 week ago

    Prague, Hlavní město Praha, Czech Republic NTT DATA Full time 900,000 - 1,200,000 per year

    Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.Your day at NTT DATAThe Service...

  • Regional End User Support Manager

    1 week ago

    Prague, Hlavní město Praha, Czech Republic EPIROC Full time 1,200,000 - 2,400,000 per year

    Are you ready to accelerate your career in IT and application functionality? Are you seeking to grow your expertise in a truly global and agile environment, where collaboration and innovation is key to succeed on our mission – to ensure world-class IT services enabling Epiroc to change the industry? Then you might be our next Regional End User Support...

  • Service Delivery Manager

    1 week ago

    Prague, Hlavní město Praha, Czech Republic D-ploy Full time 1,200,000 - 2,400,000 per year

    D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT...

  • Factory Services Project Manager

    4 days ago

    Prague, Hlavní město Praha, Czech Republic HP Full time 1,200,000 - 2,400,000 per year

    Lead multiple projects from getting customer services requirements to enabling orderability, meeting overall TAT and quality goals. Provide consultancy to sales team on identifying the right services and solutions according to customer`s requests. Involve the right stakeholders, set the right expectations, communicate process steps and timelines. Acts as...

  • Service Desk Manager

    1 week ago

    Prague, Hlavní město Praha, Czech Republic D-ploy Full time 90,000 - 120,000 per year

    D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT...

  • Service Experience Manager

    1 week ago

    Prague, Hlavní město Praha, Czech Republic Teradata Full time 900,000 - 1,200,000 per year

    Our CompanyAt Teradata, we believe that people thrive when empowered with better information. That's why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers' customers—to make better, more confident decisions. The...

  • Service Level Manager

    1 week ago

    Prague, Hlavní město Praha, Czech Republic Správa železnic, státní organizace Full time 900,000 - 1,200,000 per year

    Jsme tým IT Service Management v organizaci, která aktuálně realizuje projekt vysokorychlostních tratí a zaměstnává přes lidí. Hledáme nové kolegy – procesní specialisty, kteří se chtějí podílet na rozvoji nejen naší organizace, ale i sebe samých.Jako součást odboru OCIO (kancelář ředitele IT) se přímo podílíme na...