7 of 7 Escalation Management Jobs in the South East

consolidate these into a centralized function. The consolidated team will be responsible for all application-layer support activities, including platform-related issues, production incident management, performance monitoring, L2/L3 issue resolution and end-user ticket handling. Key Responsibilities: Support Strategy and Operations Setup - Design the global support operations … framework, covering incident management, service request handling, L2/L3 models and escalation handling. - Establish and manage a 24x7 global support structure including regional support teams, tools, processes and SLAs. - Define operating models for product support, including interfaces with Cloud Operations, Product, Engineering, Delivery and Customer Success teams. ...

. Configure and manage APIs, web services, and middleware to enable seamless data exchange. Oversee complex integrations including CMDB reconciliation, auto-ticketing, and identity management . Own technical delivery across multiple projects, ensuring adherence to delivery governance and quality frameworks . Conduct risk assessments , manage technical dependencies, and implement … define delivery plans, timelines, and resource allocation. Drive Agile execution models (Scrum, iterative releases) for BMC Helix implementations. Provide status reporting, stakeholder communication, and escalation management . Validate solution readiness through E2E testing, UAT, and go-live support . Implement monitoring, health checks, and performance optimization for ITSM ...

Clear, accurate documentation (HLD/LLD, runbooks, change plans) and strong stakeholder communication. Experience working with/through managed service providers and vendors, including escalation management and RCA. Familiarity with ITIL v4 processes (incident, problem, change, configuration). Ability to plan and execute out of hours changes ...

develop delivery plans, timelines, and resource allocation. Drive Agile execution models (Scrum, iterative releases) for BMC Helix implementations. Provide status reporting, stakeholder communication, and escalation management. Validate solution performance through E2E testing, UAT, and go-live readiness. Implement monitoring and health checks for CMDB and ITSM modules. Identify opportunities ...

develop delivery plans, timelines, and resource allocation. Drive Agile execution models (Scrum, iterative releases) for BMC Helix implementations. Provide status reporting, stakeholder communication, and escalation management. Validate solution performance through E2E testing, UAT, and go-live readiness. Implement monitoring and health checks for CMDB and ITSM modules. Identify opportunities ...

Microsoft, networking, cloud, and cybersecurity technologies and the remainder focused on mentoring, process improvement, and driving service excellence. You will be the go-to escalation point for your team, ensuring tickets are resolved efficiently, root causes are addressed, and knowledge is shared to build capability across the service desk. … within managed services or an MSP. Strong 3rd line technical background across Microsoft infrastructure, networking, cloud, and cybersecurity. Calm, structured approach to troubleshooting and escalation management. Excellent communicator with strong stakeholder management skills. Experience working to SLAs, KPIs, and driving service improvements. Certifications such as Microsoft, Cisco ...

issues and providing technical direction, and the rest focused on mentoring, process improvement, and driving service quality. You will act as the go-to escalation point for your team, ensuring tickets are handled efficiently and customer satisfaction remains consistently high. This is a role where your technical knowledge … Create a positive, collaborative environment where people can do their best work. Set clear goals and drive accountability across the team. Be the Technical Escalation Point Provide expert guidance and hands-on assistance for complex 1st Line issues. Lead root cause analysis and ensure knowledge is documented and shared. ...