Incident Manager, Support Escalation Manager Job at Microsoft Corporation (Multiple Locations)

Senior Escalation Manager

Braze is at an inflection point in our maturity, with a key focus on Scalability...

Location

United States , New York City

Salary:

90000.00 - 117000.00 USD / Year

Braze

Expiration Date

Until further notice

Requirements

A skilled communicator able to effectively convey critical issue status (both verbally and written) to executive staff, go-to-market teams, and other stakeholders
Adept at translating complex technical problems into easily digestible terms for all audiences
A decisive leader capable of problem-solving and working effectively within cross-functional teams
Able to prioritize and execute tasks efficiently in a high-pressure environment
Experienced in responding to high-profile, high-impact customer/product escalations in a way that drives customer loyalty
Technically proficient with specific tools for reporting, documentation, and observability (e.g., Jira, Confluence, Salesforce, Google Workspace)
Committed to operational excellence, using data-driven decision-making to minimize risk
Proficient in creating, interpreting, and utilizing data-driven reports to inform decision-making and drive process improvements
Possess a curiosity and willingness to continuously learn about our platform and how customers use it to achieve their business outcomes
Demonstrated ability to lead, make decisions, problem-solve, and work within cross-functional teams

Job Responsibility

Manage complex escalations, ensuring proper investigation, communication, and resolution throughout the escalation lifecycle
Lead cross-functional collaboration with technical experts, support teams, and executive leadership to ensure alignment in addressing escalated issues
Support and enhance the Escalation Management Function, problem management initiatives, and the executive customer escalation process
Develop and implement comprehensive action plans and solutions to address root causes, balancing cost, risk, and resource availability
Maintain and optimize escalation protocols and processes
Triage and prioritize escalations based on urgency and business impact
Translate complex technical information into clear business cases, impacts, and risks for stakeholders at all levels
Present and report on escalations, high-profile issues, and platform incidents to the management team and executives as needed
Drive continuous improvement in processes, service standards, and goals within the Escalation Management function
Analyze escalation performance metrics and quality trends, providing data-driven recommendations for improvements

What we offer

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
A curated in-office employee experience, designed to foster community, team connections, and innovation
Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
Employee Resource Groups that provide supportive communities within Braze

Fulltime

Escalation Manager

The Escalation Manager (EM) is part of the Global Escalation Management (GEM) or...

Location

United States , Spring

Salary:

49500.00 - 104900.00 USD / Year

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Experience in working with technology business, preferably storage, servers, and networking
Bachelor's (undergraduate) degree or Master's (graduate) degree in technical/scientific discipline or equivalent on the job experience
Knowledge management skills: creation and re-use of intellectual capital
Excellent communication and leadership skills
Excellent project management and organizational skills
Team player: ability and willingness to motivate and support other engineers
Flexible to work in the nights or any flexible hours as per business requirement
ITIL & PMI knowledge is an asset
Good understanding of service management principles
Excellent understanding of Incident Management and Problem Management

Job Responsibility

Act as the focal point for Escalations/Outages liaising between the customer and internal stake holders
Act as the customer advocate and liaison to drive customer satisfaction
Create a plan of action for each issue by aligning technical resources
Proactively engage with internal stake holders to help HPE meet SLA's, organizational goals and metrics
Understand the technical problem and its impact on the customer's business
Communicate and effectively manage the customer's expectations at all levels
Spearhead internal/external conference calls to lead Escalations/Outages
Create strong synergies within internal teams
Ensure highest levels of customer satisfaction by proactively delivering information
Maintain strong commitment to building relationships with customers

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing
Career development programs
Unconditional inclusion environment
Flexible work arrangements

Fulltime

Practice Support Manager

As a Support Manager, you will lead a technical support team to ensure the seaml...

Location

United States

Salary:

Not provided

Aledade, Inc.

Expiration Date

Until further notice

Requirements

4+ years of experience as a Technical Support Manager in a healthcare or technology setting
Strong leadership and communication skills, with an ability to collaborate and negotiate effectively with cross-functional partners
Experience leading a team and managing team performance
Demonstrated experience in a technical operations role with a deep understanding of Incident Management frameworks (e.g., ITIL)
Proven ability to define, implement, and manage SLAs
Hands-on experience with enterprise monitoring and alerting systems (e.g., Datadog, PagerDuty)
Experience creating and maintaining operational runbooks and documentation
Competency in healthcare data standards (e.g., HL7 SIU/ADT, HIPAA X12 837, or CCDA)
Proficiency in constructing new and complex SQL queries for troubleshooting and analysis
Proven experience using Python, AWS CLI, and Bash

Job Responsibility

Lead and Develop Support Team: Manage a team of Support Analysts and Specialists, overseeing their daily activities and promoting their professional development
Drive Performance and Accountability: Monitor Key Performance Indicators (KPIs) for the team, offering regular feedback and coaching to ensure continuous improvement and accountability
Foster Talent and Collaboration: Onboard, train, and mentor new and existing team members to cultivate a high-performing, cohesive, and collaborative team environment
Optimize Team Operations: Develop and implement tools to effectively monitor and manage team capacity and performance, ensuring optimal resource allocation and productivity
Monitor SLAs: Oversee Service Level Agreements (SLAs) for troubleshooting issues, ensuring alignment with daily operational practices and standards
Own Incident Management Lifecycle: Manage the complete life cycle of incident management, from initial alert through resolution and post-mortem analysis, guaranteeing timely remediation and transparent communication with all stakeholders, including practice teams
Develop and Operationalize Runbooks: Create and maintain detailed runbooks for recurring issues and establish standard operating procedures to promote consistent and efficient incident response
Optimize Monitoring Systems: Utilize and refine monitoring tools such as Datadog and PagerDuty to proactively detect and mitigate potential issues before they impact our operations
Lead High-Priority Incident Resolution: Facilitate high-priority incident resolution calls, guiding cross-functional teams in swiftly addressing and resolving issues
Serve as a Point of Escalation: Act as the escalation point for the support team, addressing complex technical issues that require in-depth knowledge of our applications, Tableau, and data interfaces

What we offer

Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options

Fulltime

Account Support Manager

Account Support Manager role at Hewlett Packard Enterprise, providing expertise ...

Location

India , Bangalore

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Bachelor's degree preferred or Associate degree holder (technical field) with 3-5 years working experience in related fields desired
Basic knowledge of company products and services offerings
Communicate effectively to technical level and first-level management within an organization
Active listening skills and ability to adjust messages to audience level
Problem-solving skills (proactive, reactive and creative based on clearly defined procedures
Conceptual understanding of IT environments

Job Responsibility

Apply growing technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with limited risk/complexity
Integrate technical knowledge and business understanding to create solutions for customers
Resolve routine in-scope technical incidents independently
Work with team members to resolve more complex incidents
Apply company solutions to meet moderately complex customer needs within area(s) of technical responsibility
Participate in Customer Expectation management as part of escalation process
Build relationship with management in assigned accounts
Sets expectations with customers based on defined parameters

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion environment
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing

Fulltime

Account Support Manager

Account Support Manager role focused on managing the onsite delivery of software...

Location

Costa Rica , Heredia

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Bachelor's degree preferred or Associate degree holder (technical field)
5-7 years working experience in related fields
Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends
Broad knowledge of corporate organization, job, and policies
Comprehensive business, technical or functional knowledge at an expert level
Communicate tactfully with diplomacy up to senior management levels
Active listening skills
Problem-solving skills
Consulting skills
Project management skills

Job Responsibility

Apply advanced technical knowledge to operate one or more technology areas
Integrate technical knowledge and business understanding to create solutions for customers
Resolve single- and cross-technology incidents independently
Work with team members to resolve unusually complex or cross-technology incidents
Proactively and reactively look for solutions to prevent problems
Apply company solutions to meet highly complex customer needs
Identify additional services for future service revenue growth
Provide technical consulting during contract renewal discussions
Build and maintain strong relationship up to senior management level
Design and deliver support solutions using specific industry knowledge

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion environment
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing

Fulltime

Operational Risk Consultant - Incident Management

Foreign bank is looking for a consultant to join their operational risk manageme...

Location

United States , New York

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

3+ years in operational risk management (ORM) at renowned banks with an emphasis on issues/incident management
Experience with ORM governance and other related areas like RCSA and third party risk would be helpful
Bachelors degree or above

Job Responsibility

Monitor and review operational risk incidents within the banking sector
Analyze the severity and root cause of risk incidents
Develop appropriate resolutions for risk incidents
Escalate significant risk issues for remediation
Support the operational risk management team in daily tasks as needed
Assist in governance of operational risk management
Contribute to related areas like RCSA and third party risk management

What we offer

medical
vision
dental
life and disability insurance
401(k) plan

Fulltime

Incident Management Tier 2 Intern

Incident Management Tier 2 Internship at Hewlett Packard Enterprise. Students pu...

Location

Costa Rica , Heredia

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Pursuing Degree in Systems Engineer (networking information, data networking)
Knowledge of networking technologies including the OSI Model, IP addressing, network routing, Wi-Fi and authentication
Networking Fundamentals required (CCNA, ARUBA or JUNIPER) or Relevant College Studies in Technical Fields
English level 90%
Excellent verbal and written communication skills in language to be supported
Excellent analytical and problem-solving skills
Great customer service skills
Relevant industry qualification where applicable
Software and hardware knowledge of computing, storage and peripheral devices
Familiarity with network circuits, switching equipment, SDWAN technology and satellite communications

Job Responsibility

Successfully resolve networking technical issues (hardware and software) wire and wireless from incoming internal alerts and external businesses contacts
Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products
Use networking tools to proactively assist Network as a Service (NaaS) customers in avoiding or reducing network problems
Proactively assist internal or external businesses and end users to avoid problem occurrence
Ability to understand and work in an organization that is modeled on an Information Technology Information Libraries (ITIL) framework
Ability to work accurately and drive organizational results that are required by our customer Statement of Work (SOW)

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion environment

Parttime

Apps Support Group Manager

The Apps Support Group Manager is accountable for management of complex/critical...

Location

Singapore , Singapore

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

10+ years relevant experience
Post-Graduation in relevant field preferred
Senior to advanced level experience in an Apps Support role with commensurate experience in people management
Experience of senior stakeholder management
Project management with demonstrable results in improving IT services
Capacity Planning/Forecasting exposure a plus
Effectively share information with other support team members and with other technology teams
Ability to plan and organize workload
Consistently demonstrates clear and concise written and verbal communication skills
Ability to communicate appropriately to relevant stakeholders

Job Responsibility

Demonstrates an in-depth understanding of how apps support integrates within the overall technology function to achieve objectives
requires a good understanding of the industry
Vendor relationship management including oversight for all offshore managed service
Improve the service level the team provides to our end users, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices
Guide development teams on application stability and supportability improvements
Formulate and implement a framework for managing capacity, throughput and latency
Define and implemented application on-boarding guidelines and standards
Work with various team members on coaching them on how to maximize their potential, work better in a highly integrated team environment and focus on bringing out their strengths
Drives continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training
Evaluates subordinates' performance and makes decisions on pay increases, hiring, terminations and other personnel actions

Fulltime

Incident Manager, Support Escalation Manager

Microsoft Corporation

Location:
United States , Multiple Locations

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
March 04, 2026

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