Senior Support Escalation Manager
Luxoft Romania
Bucharest, RO
3 zile în urmă
source :
  • Teams with different business units to ensure technical issues are clearly defined, understood, documented, and escalated
  • Identifies the correct resources needed to drive resolution of a problem and operates as the focal point to facilitate meetings with the required resolution team members to drive a structured and cohesive resolution plan.
  • Manages the execution of the technical Action Plan with the customer
  • Teams with the internal business units for internal / external status communications and meeting requirements
  • Provide heads up alerts and regular updates to internal upline / executive management for high visibility situations
  • Teams with Product Engineering & Development to prepare any technical presentations for the customer
  • Approves & fulfills parts and machine replacements requests
  • Drives special projects to improve customer experience / satisfaction and continually looks for ways to innovate to improve efficiency and execution
  • Completes a closed loop / lesson template when closing each case with a focus on identifying actionable items to drive improvements on
  • At least 4 years of relevant experience

    Technical Project management skills

    x86 server architecture knowledge

    Excellent communications skills both verbal and written

    Customer-facing experience

    Multi-tasking skills; ability to run multiple projects at the same time

    The Escalation Manager (EM) role is part of the customer Client Care team. An EM is a technical project manager who is engaged to help resolve customer complaints / critical situations.

    The EM is typically engaged to drive resolution for situations involving complex, technical issues where coordination amongst different cross-functional teams (internal and external) is required.

    Position will be focused on problem determination and problem resolution with the server memory subsystem.

    We kindly inform you that we will contact only chosen candidates. If you are interested in the above position, please apply by submitting your CV in English

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