Escalation Manager - US region

As an Incident Management Team Lead, you will be responsible for overseeing the daily operations of the technical support team and actively participating as a team member. You will work in a 24/7 rotational shift environment to ensure seamless operations. Your key responsibilities will include overseeing the day-to-day activities of the Incident Management Team, driving customer satisfaction through effective support, mentoring and providing guidance to team members, handling technical escalations, tracking team SLAs and workflows, and providing support to both internal and external customers. You will also collaborate closely with Tier 3 and product managers to address escalated issues and contribute to the on-boarding process of new team members. To excel in this role, you should hold a BS degree in Information Technology, Computer Science, or a related field, along with proven experience in enterprise technical support and product support. Your strong leadership, communication, problem-solving, and analytical skills will be essential in investigating and resolving customer support tickets efficiently. Previous experience in managing customer-focused teams and creating a supportive team culture will be advantageous. You will play a crucial role in creating and monitoring team KPIs, ensuring timely resolution of customer inquiries, providing feedback on resolved issues, and implementing preventive measures to minimize customer faults. Your ability to multitask effectively under pressure and create relevant support materials for the team will be key to your success in this role.,