[Hiring] Escalation Manager @Infotree Global Solutions
Apr 05, 2025 - Infotree Global Solutions is hiring a remote Escalation Manager. 💸 Salary: unspecified. 📍Location: Poland.
Role Description
As an Escalation Manager, you will join a high-performing international team responsible for handling critical incidents and escalations that directly impact service availability and customer satisfaction. This role requires strong coordination, communication, and problem-solving skills, as well as the ability to work under pressure and drive resolution across multiple teams.
- Monitor Tier 2 case queues and ensure escalated cases are addressed within SLA and in line with customer expectations.
- Act as the escalation point for Support Engineers, internal departments, and customers for complex technical issues.
- Manage all service incidents occurring during your shift, and provide additional coverage or support when required.
- Lead troubleshooting efforts and coordinate with other internal functions as necessary.
- Drive consistent internal and external communication throughout the incident lifecycle.
- Facilitate the RCA (Root Cause Analysis) process, including creation, review, approval, and distribution.
- Produce monthly and quarterly incident metrics and identify trends, risks, and opportunities for improvement.
- Maintain and improve incident management processes and infrastructure.
Qualifications
- Proven experience in escalation management, incident response, or technical support in a fast-paced environment.
- Strong understanding of SLA-based service delivery and customer success best practices.
- Excellent communication and coordination skills, especially under pressure.
- Analytical mindset with a proactive approach to identifying and solving problems.
- Ability to work effectively across technical and non-technical teams.
Benefits
- Opportunity to work with a globally recognized tech company at the forefront of digital performance and security.
- Involvement in high-impact projects with global reach.
- Collaborative and supportive work environment in a multicultural team.
- Competitive compensation and stable contract conditions.
- Grow your career in a collaborative, high-impact environment.
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| 📍 | Be aware of the location restriction for this remote position: Poland |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
💸
unspecified
|
Remote
Location
Poland
|
|
Job Type
unspecified
|
Posted
Apr 05, 2025
|
| 📍 | Be aware of the location restriction for this remote position: Poland |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
