Escalation Operations Manager

Position Overview

The Escalation Operations Manager is responsible for planning, scheduling and helping manage the flow of activities related to the resolution of escalated incidents for all DN products and problems raised by the customer, account management or Maintenance and Support, as well as the development of KPIs to measure our success and dashboards for transparency and to help drive operational excellence. Exemplifying our corporate values of Accountability, Decisiveness, Willingness to Change, Sense of Urgency, and Collaboration, at all times, ensuring the correct people are working on the issue, establishing contingency plans and delivering constant communication to Management & Customers, Verbally and Written.

You are responsible for:

• Communication of issue resolution status with all stakeholders for product escalations and drive fast track support for the defined key customers and customer escalations with responsibility for managing top priority customer related issues within R&D
• Ensure alignment and clarity across global teams involved with escalation activities
• Assist development and communication of prioritization of escalations and delivery timelines
• Develop, implement, and oversee formal processes for responding to high visibility customer concerns and/or issues
• Define the metrics to monitor and control escalations performance
• Drive the efficiency improvement in solution support processes
• Management and reporting on Root Cause Analysis
• Manage a backlog of complex escalations across multiple products
• Strong Project Management skills in the areas of planning, resourcing, budget, coordinating, controlling, monitoring/tracking, managing of risks and dependencies, leading, coaching and mentoring.
• Excellent verbal and written communication skills
• Create and communicate executive level communications including concise weekly metrics and status reports to sponsor and stakeholders
• Act as a role model for professionalism, critical thinking and setting productivity pace as well as promoting a financial focus with emphasis on business value
• Create and support processes, policies and templates to improve the delivery process within the organization
• Clearly identifies interdependencies across product deliveries, operations and business needs
• Ensures that project deliveries meet and/or exceed committed scope, schedule, budget and quality

Qualifications:

• You love having to think outside the box to find solutions to problems
• 5+ years of proven industry experience as a Project Manager
• Experience in managing SDLC and large-scale IT projects, which included cross-functional resources, on time and within budget
• Strong verbal and written communication skills and interpersonal skills
• Expertise with project management methodologies
• Project management certification preferred
• Experience using Agile methodologies and/or Scrum Master Certification would be an asset
• Experience in Enterprise Reporting & Analysis
• Experience working with a PMO toolset to manage portfolios, project plans, resources, financials and reporting
• Bachelor’s degree in Computer Science, IT, Engineering or related field, or equivalent work experience
• Excellent analytical skills and the ability to understand application development methods
• Ability to work both independently and within a team and adapt quickly to ever-changing environments
• Hardworking, self-motivated, and passionate about learning and working with the latest technologies