Director, Escalation Management

Responsibilities

• Lead, coach, and develop Escalation Engineers, setting goals, priorities, and coverage across product lines and technology stacks.
• Ensure implementation and support issues are triaged, reproduced, and fully documented before escalation to L3 Engineering.
• Prioritize escalations across customers from a Services perspective, weighing customer impact, severity, business risk, and contractual commitments.
• Own the ITIL Problem Management practice for Services, including problem identification, problem control, and error control, with problem records, known errors, and published workarounds.
• Research, document, and publish root cause analysis (RCA) reports, and drive corrective and preventive actions to completion with Engineering, Product, and Platform teams.
• Host a recurring Defect Review Board with each product line to agree defect priority, target fix versions, and owners, and publish outcomes to Services stakeholders.
• Apply ITIL Release Management practices to track and communicate L3 ticket status and which product versions, patches, and hotfixes contain each fix.
• Partner with Platform and Cloud Management to schedule and sequence patch and release upgrades to customer cloud environments to minimize customer impact.
• Help customers and Services resources understand differences between end-of-life and new-stack products, and work with Product to identify and close functionality gaps.
• Report on escalation volume, aging, fix status, upgrade schedules, and RCA outcomes, and lead communication for high-severity customer escalations.

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