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BCS365 · 1 day ago

Proactive and Escalation Manager

United States

Full-time

Remote

Mid, Senior Level

$108K/yr - $157K/yr

3+ years exp

BCS365 is dedicated to empowering businesses with innovative IT solutions and cybersecurity services. The Proactive and Escalation Manager will lead the execution of strategies to enhance service delivery and team development while overseeing Proactive Services and Escalation Engineering teams.

Cloud ManagementDevOpsIT InfrastructureIT ManagementMobile DevicesNetwork SecuritySoftware

No H1B

Responsibilities

Accountability for the management and organization of the day-to-day operations of the Proactive Services and Escalation Engineering team, ensuring that the services provided meet the client’s strategic goals and the BCS365 contracted obligations

Conduct performance review provide career guidance/mentorship and advancement based on skillset evaluation

Ensure adequate staffing and organization of the department including day to day activities and responsibilities

Act as backup support and escalation for the proactive services team

Analyze and provide requested monthly reporting to senior management

Help develop and implement process improvements and assist with other projects in support of department goals

Manage and approve change requests for Proactive and Escalation team

Act as liaison between the different departments as it relates to proactive services

Partner with Managed Services team to achieve cost savings and efficiencies by improving release automation

Accountable to ensure up to date documentation of all systems, services, processes, and operating environments

Ensure compliance of security policies, to include, host and client access, file permissions, and user accounts

Must have a firm understanding of inter-departmental business communication

Leads post-issue root cause analysis (RCA) discussions to minimize and/or eliminate future occurrences, including completing post incident reports and sharing any lesson learns cross-departments where it may benefit

Assist in the creation / review of reports for management regarding service availability, uptime, and adherence to Standard Operating Procedures and SLAs

Keeps key internal leaders and other stakeholders apprised of the escalation status

Leading the end-to-end escalation management process effectively and efficiently

Collaborating substantively with various teams, including Customer Service, Sales, and technical teams, to address escalated issues rapidly and securely

Developing cutting-edge strategies to improve escalation management processes

Creating comprehensive reports that help in tracking the progress and success of the identified strategies

Ensures timely closure of escalation cases

Available for On-Call

Other Duties as assigned

Qualification

Escalation managementService deliveryNOC ManagementIT HelpdeskCall Center experienceProject ManagementCommunication skillsCustomer service skillsProblem-solving skillsLeadership skillsTime managementConflict resolution

Required

Must be authorized to work in the U.S

This is a full-time, direct hire position

Remote/WFH employees must have a reliable internet connection and must work in an environment free of noise and distraction

Bachelor's degree in computer science, Information Technology, related field, or equivalent job experience

3-5 years of NOC Management, IT Helpdesk, Call Center and or Project Management experience

Comprehensive knowledge of escalation management and service delivery

Superior communication and leadership skills to foster healthy interactions across multiple departments

Problem-solving skills, with a proven track record of resolving complex issues in a fast-paced environment

An ability to take a long-term strategic view and develop successful strategies for action through effective planning, review, and administration

Ability to organize time and resources effectively and efficiently to complete work accurately, thoroughly, and on time, detailing deliverables and tasks accordingly

Aptitude to analyze and adjust work processes or methods to accommodate changes in work requirement

An ability to provide leadership, direction and coaching to others to enable achievement of objectives empowering them to undertake tasks whilst maintaining accountability

An ability to communicate and exercise appropriate influence with senior stakeholders of the client, including the ability to explain technical issues in an accessible manner

Must be willing to carry a company mobile phone

Exceptional customer service skills with strong verbal, written skills

Ability to make difficult decisions and handle conflict resolution

Serve as a positive role model for staff and interface with all levels of staff

Ability to independently resolve complex problems using current job knowledge

Highly motivated with a desire to lead change in a fast-paced environment

Demonstrate exceptional client service skills in order to exceed clients' expectations and to minimize escalations by taking ownership of client reported issues

Illustrated diplomacy, tactfulness, and empathy when dealing with clients

Exemplified ability to defuse escalations and high-tension situations

Well-developed ability to appease clients experiencing service outages and difficulties

Ability to listen actively and ask clarifying questions to seek understanding

Experience going above and beyond the call of duty to delight clients

Must have a genuine drive for client satisfaction and retention