Director of Incidents and Escalations - San Jose California

Company: VirtualVocations
Location: San Jose, California
Posted On: 01/29/2025

A company is looking for a Director of Incidents and Escalations.



Key Responsibilities:

Lead and coordinate the resolution of major incidents, ensuring efficient triage and communication during outages
Serve as the primary escalation point for complex customer issues, managing customer expectations and driving solutions
Own the customer experience during high-severity incidents, ensuring clear communication and alignment among stakeholders


Required Qualifications:

10+ years of experience in technical support or operations, with at least 5 years in a leadership role
Proven experience leading cross-functional teams and managing critical incidents under pressure
Strong understanding of computer storage technologies and infrastructure management
Bachelor's degree in a technical field; an MBA or relevant master's degree is a plus
ITIL certification or similar in incident management is highly desirable More...

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