Director of Incidents and Escalations
Company: VirtualVocations
Location: Whittier
Posted on: January 28, 2025
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Job Description:
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
Keywords: VirtualVocations, Los Angeles , Director of Incidents and Escalations, Executive , Whittier, California
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