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    • Escalation/Incident Manager - Las Palmas de Gran Canaria - Transperfect

    Transperfect
    Transperfect Las Palmas de Gran Canaria

    hace 4 días

    TransPerfect background
    Descripción

    We are seeking a detail-oriented and experienced Service Desk Escalation Specialist.

    Job Description:

    In this role, you will manage service desk escalations, work with solutions engineers across multiple regions, and provide updates to operations managers.

    Your key responsibilities will include:

    • Managing the Service Level Agreement (SLA) for Engineering Teams
    • Analyzing and managing incidents/escalations for Level 2 and 3 Engineering Teams
    • Trend analysis and maintaining customer portfolios for Top clients, presenting KPIs to Management
    • Identifying customer impact and delivering customer satisfaction and success
    • Monitoring and triaging the service desk for level 2 and 3 escalations
    • Identifying pain points and potential solutions, presenting a roadmap to Management
    • In charge of process set up and management for smooth business delivery
    • Collaborating with Solutions Engineering Managers across multiple regions to ensure timely resolution of escalations
    • Providing regular updates to operations managers on the status of service desk escalations
    • In charge of investigation for Compliance Reports and root cause analysis for Incidents
    • Tracking and reporting on service desk escalation trends to identify opportunities for process improvement
    • Developing and maintaining a knowledge base of known issues and their resolutions
    • Identifying and documenting service desk escalation workflows and procedures

    Experience, Skills and Qualifications:

    • Bachelor's degree in Computer Science, Information Systems, or related field
    • 2+ years of experience in a service desk incident management role
    • Experience managing complex technical projects and Engineering/Devops Teams
    • Experience in incident management and understanding of ITIL, SDLC, and customer success
    • Experience working with service desk tools like ZOHO and JIRA for trend analysis and ticket management
    • Experience working with global teams, cultures, and styles
    • Strong analytical and problem-solving skills
    • Excellent communication and interpersonal skills
    • Ability to manage multiple client portfolios simultaneously and prioritize workload
    • Strong attention to detail and ability to work independently
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Las Palmas de Gran Canaria