Key Responsibilities
- Serve as the primary point of contact for internal and external stakeholders during incidents and escalations.
- Collaborate with customer teams, field teams, senior management, cloud operations, customer success managers, support teams, and engineering to resolve escalations efficiently.
- Manage escalation resolution, including recovery, event timeline analysis, root cause identification, and the creation and communication of Root Cause Analysis (RCA) reports.
- Derive and implement lessons learned to drive continuous improvement.
- Oversee Cloud customer escalations, assuming accountability and leading incident and escalation calls.
- Identify and communicate customer impact and urgency, driving appropriate actions with technical teams.
- Interface with technical teams to investigate incidents, gather data, and derive lessons learned.
- Provide regular updates to customers, account teams, customer success managers, and management.
- Produce formal RCAs for customers and maintain detailed escalation records.
- Implement actionable lessons learned from RCAs and track progress to ensure continuous service quality improvements.
Qualifications
- BS/BA degree or equivalent technical experience
- Minimum of 3 years of experience with SaaS-based solutions.
- At least 3 years in customer-facing roles such as professional services, customer success, account management, or support.
- Strong technical acumen, including networking and network security.
- Ability to excel under pressure and meet tight deadlines.
- Capable of working independently with minimal supervision.
- Flexibility to work varying hours based on customer and business needs.
- Proven experience in matrix and cross-functional environments.
- Experience in a global company is an advantage.
- Comfortable with rotational shift
Required Skills
- Excellent written and spoken communication skills.
- Fluent in English, both written and spoken.
- Strong presentation skills, comfortable presenting to diverse audiences, including C-level executives.
- Good listening skills and comprehension.
- Ability to build relationships across geographies, cultures, and organizations.
- ITIL + PMP/PRINCE2 + Security+/CCNA or cloud fundamentals - good to have
Nice to have but not mandatory
