Escalation Manager
Company: CDK Global
Location: Austin
Posted on: January 15, 2021
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Job Description:
Power the PossibilitiesThe CDK Global technology team is looking
for collaborative innovators who are passionate about making their
mark on emerging enterprise software products. We're building and
developing cloud technology for the automotive retail industrythat
will change the landscape for automotive dealers, original
equipment manufacturers (OEMs) and the customers they serve.Be Part
of Something BiggerEach year, more than three percent of the U.S.
gross domestic product (GDP) is attributed to the auto industry,
which flows through our customer, the auto dealer. It's time you
joined an evolving marketplace where research and
developmentinvestment is measured in the tens of billions. It's
time you were a part of something bigger.We're expanding our
workforce - engineers, architects, developers and more - onboarding
early adopters who can optimize, pivot and keep pace with
ever-evolving development roadmaps and applications.Join Our
TeamGrowth potential, flexibility and material impact on the
success and quality of a next-gen, enterprise software product make
CDK an excellent choice for those who thrive in challenging,
fast-paced engineering environments.The possibilities for impact
are endless. We have exceptional opportunities to evolve our
industry by driving change through new technology.If you're ready
for high-impact, you're ready for CDK.Role OverviewIncidents are an
unwanted side-effect in data centers and cloud environments. When
they occur, they become the highest priority of the service
operations organization.The Escalation Manager is a critical
customer service role within Support organization, working
internally R&D, Services, Sales and Support, as well as
externally with Customers to coordinate and drive the resolution of
critical technical issues, provide timely and accurate updates
regarding these issues, and provide important details on the status
of the customer relationship with senior management.Shift work
and/or on-call are essential to this role being highly available to
manage incidents when they occur and ensure that company leaders
get the best available information on a timely basis.Essential
Duties & Responsibilities* Ensures all accountable parties execute
on success plan activity and that all stakeholders receive updates
pertinent to their level of involvement.* Serves as the single
point of contact for global teams on complex escalated issues.*
Takes ownership, sets expectations, and drives resolution.*
Collaborates with global teams in troubleshooting and defining
action plans to bring support issues to resolution.* Monitors
progress of incidents and works with Product Management and R&D
teams to ensure appropriate resources have been allocated and that
resources are effectively working on the issue.* Identifies areas
of improvement with company products.* Creates and maintains lines
of communication with internal resources (Sales, Professional
Services, Support, and R&D). CDK uses email and Slack for these
lines of communications.* Actively reviews root cause of
escalations and works with appropriate teams to ensure continuous
improvements of products and services.* Tracks and analyzes trends
of escalated issues highlighting and accounting for areas of risk,
including those in Problem Management cycle.The key
responsibilities of an escalation manager comprise:* Identifying,
analyzing, and initiating the escalation process in an organization
based on the escalation criteria specified by the organization*
Linking the escalation task with incident problem records,
identifying suitable service provider contacts, and finding the
appropriate customer management services qualified for the task*
Assembling the escalation management team which includes the
incident owner, problem owner (if applicable), and other
professionals in the specified area of expertise* Establishing
accurate expectations from the escalating procedures, enforcing
relief to the customers, and reviewing the situation appraisal
formulated by the escalation team for ensuring the consumer
satisfaction throughout the escalation process* Coordinating with
the customers for developing an escalation management plan as per
their requirements, adding additional resources for escalation
process if required, and developing a detailed technical plan
accordingly* Initiating hierarchical escalation process as per the
incident management process, including senior authorities and
asking for their support, if the need arises* Updating and
maintaining escalation process records at each stage, updating the
same in management data, and reviewing and adjusting the escalation
process accordingly* Informing stakeholders about the escalation
performance metrics, reviewing the root cause of escalation for
improving the escalation procedures, and maintaining compliance
with the corporate and regional escalation policies* Assuring the
team's availability if the problem arises during the monitoring
period, closing the escalation process once the monitoring period
is completed successfully, and validating customer satisfaction
before closing the escalation* The main responsibility of an
escalation manager is to bring order, structure, and focused
management attention to the customer's incidents and problems in
order to gain complete customer satisfaction. The need for creating
an escalation process is triggered by the organization when the
customer complains about the urgency of resolution or when the
organization perceives the loss of consumer base due to
emergency.Day to Day responsibilities:* First escalation point from
Event Management Team* Working outage bridges when incidents are
occurring* On-call 24x7 potential, but shared with others* Post
Incident Review* Internal Incident Report* Problem ownership for up
to 3 problems, more likely 1 or 2* Driving activity updates and
closure* Partnering liaising with P&T, Engineering, and PM
Process owner to drive stability and lower incidents* Event
management when the work activity is lowKnowledge & Skills*
Seasoned, experienced professional with a full understanding of
area of specialization who resolves wide ranges of issues in
creative ways.* Works on problems of diverse scope where analysis
of data requires evaluation of identifiable factors.* Demonstrates
good judgment in selecting methods and techniques for obtaining
solutions.* Expands skills and practical knowledge by routinely
working with experts in the field and outside of immediate
team/area/segment.* In depth knowledge of technical trends within
Software as a Service, Big Data, Data Management, and adjacent
technologies* Demonstrated experience in qualifying and
prioritizing incoming requests from high priority clients,
stakeholders, and business leaders.The key skill requirements for
escalation management* Problem solving ability but more especially
driving SME resources to resolution* Meeting service level
agreements* Proactive Initial Response (IR) plan, reviewed
Quarterly* Communication to stakeholders* Time management* Bridge
management / Expertise in staff handling* Performance management*
Required capabilities* Capable of handling escalation staff team of
larger numbers* Has proven track record in escalation management
with defined operational procedures for increasing the efficiency
of task accomplishmentEducation Requirements:* BS degree in
Computer Science, Information Technology, Engineering, or
equivalent degree. Or Associate degree and 3+ years of work
experience in related field* Wide range of understanding in
infrastructure technology, including Platform, DB, Storage,
Networking, and CloudCDK Global knows you have passions outside of
work. You have family, friends, sporting events, and lots of things
going on. That's why we offer a comprehensive benefits package to
not only take care of you but your family as well. All of our
benefits are effective the first day of employment including 401K
matching, paid time off to re-energize, donate your time to
volunteer in your community, and tuition reimbursement to name a
few.At CDK, we pride ourselves on having a diverse workforce. We
value and celebrate the uniqueness of individuals and the different
perspectives they provide. We offer equal opportunity employment
regardless of race, color, religion, gender, gender identity or
expression, sexual orientation, national origin, genetics,
disability status, age, marital status, or protected veteran
status.
Keywords: CDK Global, Austin , Escalation Manager, Executive , Austin, Texas
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