Description
The Quality Escalation and Continuous Process Improvement Office for Avaya Private Cloud Services is seeking a skilled Escalation Manager. The Escalation Manager will lead highly visible escalations to closure, aggressively working through escalated issues, reducing time to resolve. The goal of the Escalation Manager is to restore normal state service operations as quickly as possible to minimize the adverse impact on client or internal business operations.
HP Enterprise Services produces better business outcomes for our clients through our comprehensive Infrastructure Technology Outsourcing Services. Our service excellence, with consistent globally delivered standardized services guarantees clients peace of mind, while our ability to drive innovation ensures clients a compelling strategy for the future.
Key Responsibilities:
• Focus is on comprehensive problem isolation, urgency of execution, and swift resolution of complex technical or process issues.
• The Escalation Manager will obtain and hold accountable all appropriate cross-functional resources required to effect timely resolution of the escalation.
• The Escalation Manager conducts root cause analysis sessions on all escalations, and initiates process improvement/optimization projects on process gaps, lack of compliance and overall systemic problems, thereby reducing further escalations.
• Lead multiple escalations in parallel
• Ensures that all resources are working effectively as a collaborative team and meeting commitments
• Resolve escalations quickly
• Provide timely communications to all levels; internal and external. Ensures that executives are appropriately apprised of escalated conditions
• Conducts Risk Assessment and Mitigation projects to ensure gaps are addressed to meet customer commitments
• Develop improvement proposals based on escalation root cause
• Collaborates with and direct appropriate executives to correct or develop new processes in order to achieve required performance
Qualifications
Education and Experience Required:
• Bachelor’s degree or equivalent experience
• Must have experience in Escalation Management
• Lean/Six Sigma or other process improvement experience preferred
• Knowledge of ITIL helpful
• Proficient in MS Office applications (Excel, Word, Power Point)
• Project Management experience preferred
• Understanding of telecommunication products helpful
Knowledge and Skills:
• Able to clearly communicate technically complex issues, resolve conflicts, and lead cross functional teams to perform at a high level
• Excellent verbal and written communication skills
• Strong team player, self-motivated, self-starter, self-directed, action oriented and able to learn quickly
• Ability to work under pressure and with minimal supervision or guidance
• Ability to manage timelines and balance multiple deadlines
• Ability to communicate with and provide reporting to executive level management
• Strong problem solving skills
