Technical Escalation Manager

We are seeking a highly skilled and customer-focused Technical Escalation Manager to lead escalation response for critical technical issues. The ideal candidate will act as the key point of contact for escalations, ensuring timely resolution of technical challenges while maintaining high customer satisfaction. This role requires extensive technical expertise, strong problem-solving abilities, and exceptional communication skills to coordinate across teams and stakeholders effectively. As an Escalation Manager you will be responsible for managing and resolving complex technical issues that have been escalated beyond standard support levels within the IT infrastructure domain. This role ensures that critical incidents are addressed promptly, root causes are identified, and preventive measures are implemented to avoid recurrence. The ideal candidate will have strong technical knowledge of the Z platform, excellent communication skills, and proven experience in stakeholder management under high-pressure situations. Responsibilities: Serve as the primary point of contact for high-priority escalations related to the Z platform, including Z hardware, z/OS, CICS, IMS, DS8K and Hydra (virtual tape) and related offerings in the Z ecosystem. Coordinate and lead cross-functional technical teams to investigate and resolve complex incidents. Act as a liaison between technical teams, vendors, and business stakeholders during escalations. Ensure clear, timely communication of incident status, impact, and resolution plans to senior management. Coordinate root cause analysis (RCA) for major incidents and document findings. Drive continuous improvement initiatives to reduce escalation frequency and improve incident impact and resolution times. Track and report on escalation metrics, trends, and resolution performance.

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