Escalation Manager

Joining Collibra’s Support team

As a Collibra Support Escalation Manager, you will be responsible for the end to end management of customer support escalations for Collibra’s growing customer base.  Primarily, you will work with stakeholders across all levels of the organization to elevate, communicate, aid in the resolution of and document, all escalated incidents while ensuring the best customer experience during these critical situations. You will lead the charge in establishing, improving and maintaining post escalation processes such as post incident reviews, post mortems and other forms of continuous improvement.

This is a hybrid position based in London.

Escalation Managers at Collibra are responsible for:

• Managing the lifecycle of an escalated incident including, but not limited to, acting as the single point of contact, incident intake, impact analysis, internal stakeholder coordination and communication and escalation closure.
• Establishing and maintaining escalation standard operating procedures in accordance with industry standards (ITIL) and best practices (TSIA).
• Building strong working relationships with key stakeholders across Customer Success, Engineering and Product, focused on fostering efficient collaboration and driving down resolution times. 
• Leading, developing, implementing and coordinating key post escalation processes such as post incident reviews, conducting post mortems, preparing customer facing RCA’s, trend analysis and other key continuous process improvement activities.
• Building, revamping and monitoring escalation KPIs and relevant reporting to ensure support continues to provide the best internal and customer experience possible for escalated incidents.
• Leading, driving and managing incident review meetings focused on critical / major escalations with senior leadership.
• Project management of Service Delivery initiatives to improve and mature related support processes and functions, where relevant.

You have:

• 10+ years of incident management and/or escalation management experience in fast paced software/technology environments, preferably as a team lead or manager
• Proven ability to cultivate strong working relationships cross-functionally to drive effective teamwork and communication
• Experience working with relevant tooling including ticketing systems such as Zendesk and ServiceNow, and dashboard tools such as Zendesk Explore and Tableau
• Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority
• A bachelor’s degree or equivalent related working experience is required

You are:

• Exceptional with judgment regarding escalation management and incident resolution, as well as in the ability to make timely decisions from both business and technical standpoints
• Customer-centric
• An excellent problem solver
• A skilled collaborator and influencer
• An independent and well organized, project-oriented thinker
• Someone who thrives in a fast paced environment

Measures of success:

• Within your first month, you will absorb knowledge about current incident and escalation processes & tools as well as identify key pain points and opportunities for immediate improvement.
• Within your third month, you will be actively managing escalations, implementing improvements to current processes and documenting action plans for new functional post-incident activities.
• Within your sixth month, you will help lead the end to end escalation process as well as any post-incident activities and act as a lead in executing against a project roadmap for further maturing Collibra’s incident & problem management strategy

Benefits at Collibra

Collibra recognizes and values that everyone has different needs, interests, and life goals. We built our {Be}well benefits program with flexibility in mind to support you and your loved ones through a diverse range of circumstances and life events. These flexible offerings sit on a foundation of competitive compensation, health coverage, and time off.

Professional Development

Collibrians are ambitious and inventive, and we want to develop our skills individually and as a team. You’ll have access to development opportunities, as well as other rewards and recognition programs to help grow your career.

Health Coverage

We strive to remain locally competitive and globally equitable. This means comprehensive offerings including medical, dental, vision, and mental health benefits for you and your family.

Paid Time Off and Flexibility

We offer global leave policies for a variety of personal and family circumstances, company-wide wellness days off throughout the year, meeting-free Wednesdays, and a flexible culture to help balance your work and your life.

Diversity, Equity, and Inclusion

We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about diversity, equity, and inclusion at Collibra.

Learn more about Collibra’s benefits.

At Collibra, we’re proud to be an equal opportunity employer – which ties directly to our core value, “open, direct, and kind.” We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone. If you have a need that requires accommodation, let us know by completing our Accommodations for Applicants form.

Beware of job scams! Our recruiters use @collibra.com emails only for all of our jobs globally and all job postings can be found at collibra.careers.com. We don’t interview via text/message or on social media. We don’t ask for sensitive information like bank account numbers, tax forms or credit card information during the recruitment process.

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