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Red hat Senior Escalation Manager 
New Zealand, Auckland, Auckland 
773279872

26.06.2024

What you will do

  • Use a strong repertoire of soft skills to facilitate technical and management escalations in our installed base by working with CEE teams, Engineering Business Units, and third party partner companies

  • Perform technical project/problem escalation management using a holistic approach, typically from initiation through resolution delivery, while ensuring appropriate resources are engaged when needed

  • Coordinate cross-functional teams through meetings and progress measurement activities which bring distinct, specific escalations to completion in a timely manner

  • Use strong verbal and written communication skills to keep all relevant parties informed

  • Perform regular updates to Escalations List and Watch List entries for the assigned situations in a manner that is consistent for the intended audience - Support Delivery, Sales, C-level execs.

  • Perform collaborating, mentoring, and coaching that allows Support Engineers, Business Contacts and Account Managers to continue to manage the escalation situation, while enhancing their soft skill set

  • Be the local focal point to receive and address process improvement recommendations

  • Be the local focal point for questions on processes and procedures

  • Assure that the quality of case contents and case management meet internal standards

  • Monitor call handling / hand off to ensure escalated cases are being handled promptly and by priority

  • Document case quality analysis on escalated cases

  • Provide feedback to managers on case and process performance at an individual level

  • Training associates on new or revised processes

What you will bring

  • Minimum of 3 years industry experience managing customer escalations

  • Experience with identifying and implementing process improvements

  • Technical support experience, including Open Source technologies an advantage

  • Experience dealing with complex implementations and multidisciplinary teams

  • Strong experience in planning and communicating with diverse stakeholders with differing goals; from engineers, to support, to Sales, to “C-Level” executives.

  • Experienced professional with a full understanding of industry practices and company policies and procedures

  • Ability to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors

  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions

  • Ability to communicate effectively with senior internal and external personnel

  • Proven record of successful cross-functional (and cross-company) team management

  • Other Language skills a plus (Mandarin, Japanese, Cantonese, Korean)