Escalation Engineer Team Leader

Overview

Position Overview

Our client is a global IT-managed service provider specializing in the financial services sector. We offer fully outsourced IT solutions centered around top-tier public cloud technologies, ensuring the security and uptime of our customers’ environments, supported by our dedicated 24/7 support team. This role is set in a dynamic, fast-paced environment that seeks individuals with a strong desire to learn and a proactive attitude.

The Escalation Engineer Team Lead (EETL) oversees a team focused on technical escalations. Beyond the typical engineering responsibilities, this role emphasizes people, processes, and performance management within the team. While a strong technical background is essential, the EETL does not need to be the most technically skilled member due to the additional managerial responsibilities.

Role Description

As a vital component of the company’s service framework, the Escalation Engineer Team Leader plays a leadership role in managing escalations and helping the team meet their KPIs, soft metrics, and drive business improvements. The EETL will be responsible for:

Empowering escalation engineers to meet their KPIs and soft metrics

Advising management on business and escalation enhancements and implementing necessary changes

Ensuring timely completion of team objectives (‘rocks’)

Assisting in the assessment and continuous evaluation of team KPIs

Maintaining relevant and meaningful metrics aligned with business goals

Conducting monthly one-on-one meetings with each escalation engineer to discuss:

KPI reports

Equipment concerns

Suggestions for business improvement

​Training plans

Leading weekly team meetings with all escalation engineers to:

Share updates from other departments

Review team KPI reports

Discuss progress and planning for team objectives

Overseeing the onboarding of new escalation engineers to:

Facilitate their integration into the team

Ensure they are comfortable in their roles

Confirm they understand their responsibilities and possess the necessary skills

Enhancing and monitoring the team’s technical service reviews, while stepping in for clients when needed

Promoting efficiency and processes in Technical Service Reviews (TSRs)

Supporting escalation engineers with equipment issues and recommendations

Completing required annual certifications and inspiring the team to do the same

The following responsibilities will remain with the Escalation Engineer:

Assisting with the technical escalation of issues from the wider support team

Contributing to customer onboarding projects and cloud migrations

Managing escalated tickets and requests

Keeping customers updated on the status and progress of their tickets

Overseeing technical security operations, SaaS service, and platform management

Implementing automation and service efficiency through scripting, coding, development, and API integrations

Supporting customer retention and satisfaction

Aiding in the enhancement of efficiency, processes, documentation, and automation

Requirements
Technical Skills

Comprehensive knowledge of Cloudbox, its systems, and vendors

Thorough understanding of our clients and their unique business requirements

Ability to create clear and concise process documentation for the escalation and technical teams

 

Soft Skills

Customer-focused with strong analytical skills and effective questioning and listening abilities

Excellent verbal and written communication skills suited for an international audience

A confident team player with a positive, can-do attitude

Meticulous attention to detail

Quick to learn, willing to study, and eager to obtain new certifications and skills (certification will be a KPI of this role)

Reliable, industrious, and self-motivated.