Technical Escalation Manager

Escalation Manager

Akamai is the global leader in distributed computing solutions and services, helping organizations grow their online businesses without growing their IT infrastructures. With thousands of servers in hundreds of networks around the world, we use our computational and network power to transform the chaotic Internet into a predictable, scalable, and secure business platform. We are looking for technical support leadership to join our Customer Care.

Our customers trust us to deliver music, videos, games, software downloads, news, and web-based applications of all kinds to a global audience with unmatched performance and reliability. This includes some of the most established names in business, government, manufacturing, retail, and media.

And, we have a unique insight into what is happening on the Internet at any given in point in time. For example, check out our Net Usage Index for News, gathered from dozens of today's top news sites, all Akamai customers: http://www.akamai.com/en/html/industry/net_usage_index.html

Akamai is "The Trusted Choice for Online Business."

What will you do?

You will be responsible for the management and support of customer escalations and service incidents, through to successful completion and user satisfaction. In this capacity, you will work to accurately define the initial severity level for incidents that warrant scrutiny and ensure proper priority is given to visible issues depending upon customer need or circumstances. You will work independently and as part of a team to actively manage the monitoring and resolution of support cases, with focus on customers"&tm; ability to resume normal operations quickly with a minimum of disruptions. The Escalation Manager owns the resolution responsibility, coordinating Support Engineers who resolve issues or "Incidents". During a high severity crisis situation, the Escalation Manager directs the troubleshooting activities to gather specifics on the impact and nature of the situation, provides on-going updates to internal teams on the progress to resolution, drives the completion of RCA (Root Cause Analysis) document and initiates escalations to Senior Management and/or other groups where appropriate.

The Escalation Manager will act as an escalation contact for on-call Support Engineers and will work closely with Support management, and applicable Platform team members to escalate issues that cannot be resolved in a reasonable amount of time. Escalation Manager is responsible for coordinating incident reviews and post mortems, communicates resulting action and provides constructive feedback to management team for process improvement. Responsibilities also include monitoring tickets for accuracy and ensure procedures are being followed and providing work logs and ticket summaries to team leads to assist in ensuring team compliance of SLAs.

Required Skills:
What are we looking for?

* B.S. in Computer Science/Engineering, MIS or related engineering/science fields
* 5-7 plus years experience in a technical support environment
* Strong customer service skills and advanced negotiation abilities
* Must be independent, self-motivated, team player with a people-oriented personality
* Prior senior level Customer Support experience or experience supporting internal system users in a leadership or management capacity is a plus
* Knowledge of internet and internet technologies
* Ability to listen and diffuse volatile situations while defining goals and objectives to meet the customer's expressed needs
* Prior experience interacting with Upper Level Management; understanding these needs and presenting information accordingly
* Strong organizational skills with an ability to manage multiple tasks in a fast paced environment
* Superior written and verbal communication skills
* Strong analytical skills and proven ability to effectively troubleshoot a situation
* Demonstrated leadership ability, strong team player who enjoys working in a fast paced atmosphere
* Helpdesk experience very desirable; experience and understanding of IT Service Delivery and ITIL required





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