Position: Incident & Escalation Manager
Company: Sitecore
Category: Support
Experience required: 3y
English level: upper

Sitecore is experiencing spectacular growth all over the world. To build on Sitecore’s success and growth, we are looking for skilled Incident & Escalation Manager to work as part of our Customer Success Team.


As an **Incident & Escalation Manager**, you will be a member of the Customer Success team, working internally with Support, Operations, Engineering, Services, and Sales teams, and externally collaborating with Customers and Partners to coordinate and drive the resolution of critical technical issues.

The role expects cross-function coordination activities, working under pressure during critical incidents that impact customer’s business operations.

The position requires strong communication skills to manage escalations, incidents, and problems, liaising cross-functional relationships, and processes throughout the company and across the customer and partner base.

The Incident & Escalation Manager is to effectively lead the cross-functional teams for complex scenario investigations, root cause analysis, including identification and implementation of corrective/preventative actions.

Driving technically complex, strategic, high-profile, and/or long-running customer issues and leading the incident management process to the resolution is the crucial duty of the escalation management activities.

We are looking for someone who has excellent problem-solving skills and enjoys working in a challenging and fast-paced environment aiming to support our continued success and growth.

**Job Responsibilities**

 - Reacting to a reported incident or escalation request, and initiating the incident & escalation management processes

- Prioritizing incidents according to their urgency and impact on the business

- Coordinating complex situations, requiring cross-department collaboration (such as infrastructure incidents, security incidents, or “Follow-the-Sun” research, etc.)

- Acting as a liaison between customers business processes and multiple technical teams who are responsible for different areas of the enterprise software

- Delivering regular updates regarding the incident status, and further actions to key stakeholders

- Participating and leading online sessions with key stakeholders and service owners

- Executing different kinds of post-mortem activities (satisfaction survey, NPS, incident cause analysis)

- Proactively identifying points of improvement within the internal or external processes and/or organizations

- Continuously reviewing, enhancing, developing, and implementing incident management protocols

- Executing custom shift duties on a rotating basis, working during non-standard hours including weekends and holidays, to continuously deliver 24x7process


**Ideal candidates will have the following background:**

- Strong communication skills to effectively coordinate teams and relay technical information to the external and internal stakeholders

- Ability to deal with complex situations and create collaborative, cross-functional solutions

- Outstanding problem-solving skills and strong logical thinking

- Skills in decomposing complex problems and describing those in a structured manner

- Have expertise to understand and translate technical information and complex issues into simple, organized business cases, impacts, and risks that can be easily interpreted by the stakeholders

- Stress management skills, preparedness to work under pressure with short deadlines and strict results delivery on time

- High-level understanding of the modern web applications architectures & technologies


**Experience in the following areas would be a plus:**

- Having technical background, like working with CRM, bug tracking systems, Excel, etc.

- Managing escalations, incidents, and problems

- Working in a fast-paced, constantly evolving enterprise environments


**What we offer:**

- Work with skilled colleagues who care about the results and ready to share experience

- Good opportunities for further training and professional education (incl. access to LinkedIn Learning)

- Long-term employment with social benefits

- English classes, health insurance and other benefits at company expense

- Relocation package for candidates from other cities