What are the responsibilities and job description for the Escalation Manager position at CYBERMAXX LLC?
Job Description
Job Description
Description :
The Escalation Manager at CyberMaxx will be responsible for overseeing and managing critical client issues. This role is pivotal in ensuring swift and effective resolution of complex security issues, coordinating cross-functional teams, and maintaining clear communication with stakeholders throughout the escalation process.
Key Responsibilities :
- Escalation Management : Lead the response to escalated issues, ensuring timely and effective resolution.
- Coordination : Collaborate with internal teams to manage and drive resolution for complex issues.
- Communication : Serve as the primary point of contact for escalated issues, providing regular updates to clients, senior management, and other stakeholders.
- Analysis : Conduct in-depth analysis identified issues to determine root causes, impact, and remediation measures.
- Documentation : Maintain detailed documentation including timelines, actions taken, and lessons learned.
- Process Improvement : Identify and recommend procedural improvements based on lessons learned and metrics.
- Reporting : Prepare and present reports and performance metrics to senior management and other relevant stakeholders.
What it takes to be successful :
Requirements : Required :
