Incident and Escalation Manager - Technical Support
Acronis
- Bratislava, Bratislavský kraj
- Trvalý pracovný pomer
- Plný úväzok
- Supervise and coordinate Escalation Response Team activities during critical incidents (global incidents, executive escalations, large accounts at risk);
- Manage communications and activities on the escalated incidents from various internal stakeholders.
- Manage incident response lifecycle: preparation, mitigation, and root cause analysis after complete resolution.
- Facilitate weekly review of technical incidents and support volume drivers.
- Provide incident tracking and analytics for the VIP accounts management program.
- Report procedural inefficiency based on lessons learned and as a Customer Support liaison, work closely with Software Engineering, Data Center Operations, Product Management, and Customer Success departments to achieve optimal efficiency when working on the escalated incident.
- Work on additional technical tasks and projects assigned by the department leadership.
- Fluent English (both oral and written, C1/Advanced as a minimum as a minimum).
- 2+ years of experience working in a software vendor, MSP, and MSSP in an incident management or leadership role.
- IT background with solid technology fundamentals knowledge (virtualization, cloud, network, operating systems, storage systems, cyber security).
- Project management practical experience or ITIL knowledge.
- Great communication skills and customer focus.
- Strong relationship-building skills (to be able to develop and maintain constructive relationships across departments and manages disagreements effectively).
- Ability to prioritize and switch between a variety of time-sensitive issues.
- Passion for troubleshooting and ability to come up with efficient solutions for complex issues.
- Mindset for process management and improvement, analytical and holistic approach for tackling the problems.
- Decision-making skills and commitment to customer service excellence.
- Additional language (German, Spanish, Portuguese, or French).