Senior Support Escalation Manager
Luxoft
Bucharest, RO
4 zile în urmă

Project Description

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.

Responsibilities

  • 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
  • Must have

    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

    Languages

    English : C1 Advanced

    Senior

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