Escalation Manager

Manpower (Agencja zatrudnienia nr 412) to globalna firma o ponad 70-letnim doświadczeniu, działająca w 82 krajach. Na polskim rynku jesteśmy od 2001 roku i obecnie posiadamy prawie 35 oddziałów w całym kraju. Naszym celem jest otwieranie przed kandydatami nowych możliwości, pomoc w znalezieniu pracy odpowiadającej ich kwalifikacjom i doświadczeniu. Skontaktuj się z nami - to nic nie kosztuje, możesz za to zyskać profesjonalne doradztwo i wymarzoną pracę!

Job Tasks:

• Monitoring Tier2 case queues and working with the team to ensure escalated cases are worked within the required SLA’s and customer requirements
• Being escalation contact for Support Engineers, internal departments, and customers for technical issues
• Managing all service incidents that occur during shift and whenever additional coverage or assistance is required
• Directing the troubleshooting activities and engaging other functions as required.
• Driving internal and external communication to ensure on-going updates on the resolution process
• Facilitating the customer RCA generation, approval and distribution process
• Generating service incident metrics on a monthly and quarterly base and identifying trends and recommendations for incident reduction
• Maintaining, enhancing and updating the service incident infrastructure and procedures

Requirements:

• Advanced proficiency in Polish and English
• 3-5 years of experience as an Escalation Manager or in a similar role
• Experience in problem management, change management or incident management will be an asset
• DNS and HTTP knowledge (optional)
• Organizational skills
• Teamwork skills

Offer:

• Employment based on an employment contract or B2B for 12-18 months
• Working hours: 9 AM to 5 PM 
• Fully remote position 
• ManpowerGroup benefits such as: sport card, life insurance, private healthcare
• Opportunity to work in an international technology company with a strong market position

The offer applies to a temporary work.