Напиши текст вакансии для должности "Customer Escalation Manager". Название компании: "Ingram Micro". Расположение: Москва. График работы: Полный день. Опыт работы: От 3 до 6 лет. Ключевые навыки: 'Team management', 'MySQL', 'Product Management', 'Scrum'

Do you crave the creativity and freedom of a startup but the stability of a large, established company? Are you seeking the autonomy to take risks, make decisions and drive business success? Do you want to accelerate your career to the next level? Ingram Micro Cloud, a business unit of Ingram Micro, powers the world’s largest cloud marketplace, and is committed to helping our partners accelerate their digital business success by leveraging our hyperscale platform technology, infinite ecosystem of cloud solutions from the biggest innovators in the tech industry, and go-to-market support and resources to drive adoption and growth. With proven proficiency in SaaS, IaaS, IoT, security, and XaaS technologies, we invite visionaries to join our team and make an impact on this fast-growing industry. We have own cloud instances in 4 geo-locations and more than 100 service providers (like a Telco and Hosting companies: ex Telefonica, iinet) worldwide with more than 10 million end users. CloudBlue Commerce is a multi-tier commerce platform that allows you to launch marketplaces to partners, resellers and end customers. You can onboard products, define your catalog, and bill and invoice with different currencies. The platform also enables you to bundle different types of products and manage multiple tiers of resellers. With CloudBlue Commerce, you get an end-to-end marketplace solution that can be integrated with your other systems. Our ideal candidate is a strong experienced professional with leadership behavior and technical background, who enjoys playing a key role in between customers, support and R&amp;D with a goal and focus to customer success. Proven ability to collaborate with both technical and business people, understanding their environment and priorities and finding win-win solutions. As a manager of customer escalations in R&amp;D department, you will be responsible to drive all kind of customer related escalations from the start till full resolution and delivery. Collaborating with customer facing departments and customers themselves, you will have to clearly understand their issues and priorities, make some quick advises as a representative of R&amp;D department, manage their expectations keeping in mind availability of R&amp;D resources. Collaborating with R&amp;D developers, you will have to advocate customers and clearly define priorities to resolve escalations in the most efficient way. You will also partner with program management to help prioritize building the best features our customers need. CloudBlue Commerce is a critical, foundational piece of the overall CloudBlue platform, and this is an opportunity to have a huge positive impact for our customers and partners.   Responsibilities  Be a single point of contact on engineering side for any kind of customer related issues escalation Identify and manage engineering requests that are not part of existing business contracts As needed, manage the delivery schedule of critical deliverables for the partner Support different time zones and work globally Advocate to customers the appropriate technologies from Cloudblue portfolio Represent the engineering team to stakeholders, customers, and internal teams Set and manage expectations with other engineering teams, senior management, and external stakeholders Serve as customer advocate internally and influence engineering and product management team to improve customer satisfaction and retention Identify and measure engineering team health indicators Optimise the quality and velocity of both development and operations Work to meet service level agreements with customer incidents and deliverables around the globe Implement structured engineering and customer representative collaboration processes Measuring key performance indicators (KPIs), and execution of post-mortem both for Support and Engineering team Own, maintain and decrease product maintenance costs by the engineering Collect quality data Establish proactive measures to improve the quality and reliability of CB Commerce platform Suggest solutions to identified product problems  Requirements  Solid domain knowledge related to E-commerce, OSS/BSS systems 3-5 years of experience in Software Quality Assurance, Analytics or equivalent Patience and ability to listen Strong technical negotiation skills including experience in a customer-facing role Ability to communicate efficiently both with technical and businesspeople, and both by voice and by texting Interest in customer-facing engagement, including pitching, demonstrating and understanding customer environment and needs Architect level understanding and practical experience of telco demands Excellent logic, problem solving, and troubleshooting skills Professional attitude to “make things happen” Experience working in and managing distributed teams Experience as an enterprise Project/Program Manager or experience as a scrum master in a startup will be a plus Project planning experience - Gantt chart creation and project status reporting Experience with at least one of the major agile methodologies (Scrum, Kanban, etc.) Experience with common scripting languages, including Shell script, Python or JavaScript Strong work experience with Atlassian family products: JIRA / JQL, Confluence Ability to perform complex queries and draw up reports including reports from external data sources like SQL, Data cubes etc. Bachelor&#39;s degree in computer science, or equivalent degree or experience.  Benefit package:  You become a part of global Ingram Micro family with more than 30,000 employees Beautiful office in business center Bolshevik (10-minute walk to Belorusskaya metro station, but currently we are working from home) Competitive salary Training and development opportunities. Choose your career path to grow as a manager or as a technical fellow Sponsorship to participate in conferences Paid lunch. You can have a business lunch in the canteen, in the restaurant or delivered to our office, a sandwich in the café or delicious sweets from Bolshevik factory Prestigious medical, touristic and life insurance  Ingram Micro’s mission is to help businesses to fully realize the promise of technology. Touching 80% of the technology used every day around the world, no other company delivers the full spectrum and scale of global technology to businesses around the world. With almost $50 billion annual revenue in 50+ countries and 32,000+ associates worldwide, Ingram Micro’s global infrastructure and deep expertise in platform technology, cloud, and mobility enable our customers to operate efficiently and successfully in the digital economy.