Principal Consultant - Escalation Manager

Ensures all accountable parties execute on success plan activity and that all stakeholders receive updates pertinent to their level of involvement.
Serves as the single point of contact for global teams on complex escalated issues.
Takes ownership, sets expectations, and drives resolution.
Collaborates with global teams in troubleshooting and defining action plans to bring support issues to resolution.
Monitors progress of incidents and works with Product Management and R&D teams to ensure appropriate resources have been allocated and that resources are effectively working on the issue.
Identifies areas of improvement with company products.
Creates and maintains lines of communication with internal resources (Sales, Professional Services, Support, and R&D). client used email and teams for these lines of communications.
Actively reviews root cause of escalations and works with appropriate teams to ensure continuous improvements of products and services.
Tracks and analyzes trends of escalated issues highlighting and accounting for areas of risk, including those in Problem Management cycle.
Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task
Assembling the escalation management team which includes the incident owner, problem owner (if applicable), and other professionals in the specified area of expertise
Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation
process
Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly
Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises
Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly
Informing stakeholders about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies
Assuring the teams availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and validating customer satisfaction before closing the escalation
The main responsibility of an escalation manager is to bring order, structure, and focused management attention to the customers incidents and problems in order to gain complete customer satisfaction. The need for creating an escalation process is triggered by the organization when the customer complains about the urgency of resolution or when the organization perceives the loss of consumer base due to emergency.
First escalation point from Event Management Team
Working outage bridges when incidents are occurring
On-call 24x7 potential, but shared with others
Post Incident Review
Internal Incident Report
Problem ownership for up to 3 problems, more likely 1 or 2
Driving activity updates and closure
Partnering liaising with P&T, Engineering, and PM Process owner to drive stability and lower incidents
Event management when the work activity is low

Qualifications we seek in you
Minimum Qualifications / Skills
College degree in a technical field or equivalent industry-related experience.

Preferred Qualifications/ Skills
Excellent written and verbal communication skills
Good knowledge ServiceNow
Strong understanding of Server Operating systems
Knowledge on ITIL process, Incident, Change and Problem Management