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

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