Serve as the primary point of contact for internal and external stakeholders during incidents and escalations.
Collaborate with customer teams, field teams, senior management, cloud operations, customer success managers, support teams, and engineering to resolve escalations efficiently.
Manage escalation resolution, including recovery, event timeline analysis, root cause identification, and the creation and communication of Root Cause Analysis (RCA) reports.
Derive and implement lessons learned to drive continuous improvement.
Oversee Cloud customer escalations, assuming accountability and leading incident and escalation calls.
Identify and communicate customer impact and urgency, driving appropriate actions with technical teams.
Interface with technical teams to investigate incidents, gather data, and derive lessons learned.
Provide regular updates to customers, account teams, c...
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