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Role & Responsibilities
The Service Delivery Escalation Manager will be responsible for the management and support of customer escalations and service incidents, through to successful completion and user satisfaction.
In this capacity, you will work to accurately define the initial severity level for incidents that warrant scrutiny and ensure proper priority is given to visible issues depending upon customer needs or circumstances. You will work independently and as part of a team to actively manage the monitoring and resolution of support incidents, with focus on customers’ ability to resume normal operations quickly with a minimum of disruptions.
The Escalation Manager owns the resolution responsibility, coordinating System Engineers who resolve issues or incidents. During a high severity crisis situation, the Escalation Manager directs the troubleshooting activities to gather specifics on the impact and nature of the situation, provides on-going updates to customers, internal teams and management on the progress to resolution, drives the completion of RCA (Root Cause Analysis) document and initiates escalations to Senior Management where appropriate.
The Escalation Manager will act as an escalation contact for on-call System Engineers and will work closely with all technical support and infrastructure team members to escalate issues that cannot be resolved in a reasonable amount of time.
Escalation Manager is responsible for coordinating incident and Lessons Learned reviews, communicates resulting action and provides constructive feedback to management team for process improvement.
Responsibilities also include monitoring incident tickets for accuracy and ensure procedures are being followed to assist in ensuring team compliance of SLAs.
● Drive internal and external communication to ensure on-going updates on the resolution process.
● Escalation contact for Support Engineers, internal departments, and customers, for technical issues.
● Responsible for Major Incident escalations – coordinate resolution and always close the loop. Direct the troubleshooting activities and engage other support or Infrastructure teams as required.
● Monitor incident queues and work with the team to ensure escalated cases are worked within the required SLA’s and customer requirements.
● Generate service incident metrics on a monthly base and identify trends and recommendations for incident reduction.
● Coordinate the Major Incident reviews and Lessons Learned, communicate resulting actions and provide constructive feedback to the management team for process improvements.
● Moderate the weekly Incident & Problem review meetings
● Facilitate the RCA generation, approval and distribution process.
● Analyze escalation volumes and root causes. Meet regularly with Service Delivery / support teams to highlight issues with process, performance, tools and stakeholder expectations.
Requirements & Qualificatins
Knowledge of CRM systems and business processes;
Demonstrated dedication and passion to customer satisfaction, a breadth of business and industry knowledge and the proven ability to work cross-functionally are essential in this role.
Collaborating and leading support teams on fast issue resolution and on customer expectations setting are critical success factors in this position.
Minimum Qualifications
● 3-5 years customer service experience.
● Effective communication (both written and verbal) and influencing skills are required
● Ability to champion improvements and work effectively as part of a team
● Excellent phone skills and project management abilities
Desired Skills
● Strong Analytical Skills
● Ability to deal with ambiguity
● Result driven
● Effective problem solving skills
Opportunity to work in a multicultural environment;
• Great work atmosphere (We are a fun team )
• Lunch tickets;
• Flexible working time;
• Mini Bus transfer for the daily commuting to work;
• Special subscription for sports and recreational activities;
• Medical plan subscription;
• Life insurance;
• Technical & Soft skill trainings.
We, the MGI METRO Group Information Technology GmbH, are the IT-Provider for the METRO Group. The METRO Group is one of the worldwide largest trading groups. In 31 countries 290.000 employees earn a turnover of about 64.3 Billion Euro. In Romania METRO Group is represented besides us by our sales divisions Metro Cash & Carry and Real Hypermarkets.
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In Bucharest we conduct one of our ambitious Software Development Centers. We are responsible for the development of our outstanding Oracle based Merchandise Management System and our excellent Data Warehouse. In addition we run one of the biggest SAP installations in retail and one of the most important Networking Portals connecting all our employees around the globe. We are looking for ambitious and creative team players, who possess drive, initiative and enthusiasm to expand our location in Bucharest.
