Incident and Escalation Manager, EMEA

Responsibilities

• Drive resolution of incidents and escalations, providing customer response and management.
• Design and implement real-time and proactive monitoring of customer infrastructure.
• Prioritize, manage, and own customer issues from start to finish.
• Monitor and manage communications, including public, sensitive, and large-scale incident communications.
• Collaborate with stakeholders across the organization and worldwide partners to improve customer experience.
• Lead projects that deliver operational improvements.
• Create and review documentation and incident and escalation training.
• Identify and troubleshoot recurring cloud infrastructure issues.
• Hire and mentor stakeholders and peers in incident and escalation management.

Requirements

• 3+ years of demonstrable incident management experience; escalation experience is a plus.
• 1+ year of experience in support, networking, solutions architecture, or a similar IT role.
• Bachelor's degree in Computer Science, Information Science/Technology, Engineering, or equivalent experience.
• Familiarity with cloud computing.
• Experience with Python, JavaScript, or shell scripting.
• Ability to correlate behaviors based on known interdependencies.
• Experience driving projects from conception to delivery and solving problems in challenging, fast-paced environments.

Benefits

• New-hire stock equity (RSUs) and employee stock purchase plan.
• Continuous professional development, product training, and career pathing.
• Intra-departmental mentor and buddy program.
• Inclusive company culture and Community Guilds.
• Generous global benefits, varying by country of employment and employment terms.