Director of Incidents and Escalations

VirtualVocations
Jamaica, New York, United States
Full-time

A company is looking for a Director of Incidents and Escalations.Key ResponsibilitiesLead and coordinate the resolution of major incidents and ensure efficient communication during outagesServe as the primary escalation point for complex customer issues and manage customer expectationsDesign and implement best practices for incident management to enhance operational efficiencyRequired Qualifications10+ years of experience in a technical support or operations role, with at least 5 years in a leadership positionStrong understanding of computer storage technologies and infrastructure managementBachelor's degree in a technical field;

an MBA or relevant master's degree is a plusITIL certification or similar in incident management and service delivery is highly desirableWillingness to participate in 24 / 7 on-call rotations

2 days ago
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