Incident Management Lead
4 weeks ago
Collibra is seeking a highly skilled Support Escalation Manager to join our team. As a key member of our Support organization, you will be responsible for the end-to-end management of customer support escalations for our growing customer base.
Key Responsibilities:
- Manage the lifecycle of escalated incidents, including acting as the single point of contact, incident intake, impact analysis, internal stakeholder coordination, and communication.
- Establish and maintain escalation standard operating procedures in accordance with industry standards (ITIL) and best practices (TSIA).
- Build strong working relationships with key stakeholders across Customer Success, Engineering, and Product to foster efficient collaboration and drive down resolution times.
- Lead, develop, implement, and coordinate key post-escalation processes, such as post-incident reviews, conducting post-mortems, preparing customer-facing RCA's, trend analysis, and other key continuous process improvement activities.
- Build, revamp, and monitor escalation KPIs and relevant reporting to ensure support continues to provide the best internal and customer experience possible for escalated incidents.
- Lead, drive, and manage incident review meetings focused on critical/major escalations with senior leadership.
- Project manage Service Delivery initiatives to improve and mature related support processes and functions, where relevant.
Requirements:
- 10+ years of incident management and/or escalation management experience in fast-paced software/technology environments, preferably as a team lead or manager.
- Proven ability to cultivate strong working relationships cross-functionally to drive effective teamwork and communication.
- Experience working with relevant tooling, including ticketing systems such as Zendesk and ServiceNow, and dashboard tools such as Zendesk Explore and Tableau.
- Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority.
- A bachelor's degree or equivalent related working experience is required.
Measures of Success:
- Within your first month, you will absorb knowledge about current incident and escalation processes & tools as well as identify key pain points and opportunities for immediate improvement.
- Within your third month, you will be actively managing escalations, implementing improvements to current processes, and documenting action plans for new functional post-incident activities.
- Within your sixth month, you will help lead the end-to-end escalation process as well as any post-incident activities and act as a lead in executing against a project roadmap for further maturing Collibra's incident & problem management strategy.
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