Escalation Support Manager

As part of your day to day youll drive, promote, triage and manage technical escalations work flows internally within Armis with focus on optimal issue resolution. You will promote and lead collaboration and cadence with Engineering and Product stakeholders, assist with root cause analysis triage and management as well as promote efforts around service excellence and timely resolution of issues resulting in the proactive deescalation for their complex technical issues.

All in all, as a senior member within Armis Support, you will help drive positive change by taking an active part in our overall collaboration between CS, Engineering and Product, to facilitate a best-in-class service excellence for our growing customer base

What you will do

Develop and lead Armis Support operational processes, projects and initiatives that help drive the visibility, ownership and resolution of key technical issues
Act as the primary interface driving key technical escalations with internal stakeholders and provide assistance to Armis Support with escalation and deescalation of customer issues
Lead and facilitate essential meetings and efforts to align resources around key escalations common objectives to ensure a timely and complete closure of escalated cases
Keeps key internal leaders and other stakeholders apprised of escalation status
Assist in the creation / review of reports for management in regards to service excellence and adherence to agreed standards and SLAs
Assist with post-issue root cause analysis (RCA) efforts to minimize and/or eliminate future occurrences
Leverage escalated cases involving external functions and Armis Support internal teams to promote quality culture and assist to drive the quality improvement process for our organization, product and service offering
Demonstrate competency with the full suite of the Armis service and product portfolios
Actively participate, create and distribute key communications using a variety of channels