Agile Project Manager
General Dynamics Information Technology
AzureCloud
Critical Situation Escalation Manager
BPCS, Comprehensive marketing solutions, ltd.
full-time
Posted on:
Location Type: Remote
Location: Remote • Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $29 per hour
Job Level
SeniorLead
Tech Stack
AzureCloudPMPSwift
About the role
- Manage critical customer escalations and high-visibility incidents, ensuring swift resolution and minimal business impact
- Coordinate with cross-functional stakeholders, including engineering, support, and leadership teams, to drive issue resolution
- Serve as escalation manager and crisis coordinator for mission-critical or politically sensitive customer situations
- Maintain clear, timely communication with customers and internal stakeholders throughout the escalation lifecycle
- Identify systemic issues and process breakdowns, providing feedback and driving continuous improvement initiatives
- Provide mentorship and guidance on escalation processes to peers and partner teams
- Deliver reporting and analysis on escalation trends to support business decision-making
- Actively contribute to projects aimed at improving escalation tools, processes, and readiness
Requirements
- 7+ years of experience in the technology industry, with a focus on customer support, incident management, or escalation management
- Proven ability to manage high-impact incidents and coordinate cross-functional resolution efforts
- Strong communication and stakeholder management skills, including executive-level interfacing
- Ability to work non-standard hours as part of a rotating coverage model
- 8+ years of experience in customer service or technical incident management roles (preferred)
- Hands-on experience with enterprise technology ecosystems, including cloud platforms, productivity solutions, AI, and security technologies (preferred)
- Cloud technology certifications (e.g., Azure Fundamentals, M365 Fundamentals) (preferred)
- ITIL or PMP certification (preferred)
Benefits
- Medical, dental, and vision coverage
- Flexible Spending Account
- 401k program
- Competitive PTO offerings
- Parental Leave
- Opportunities for professional growth and development
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementescalation managementcustomer supportprocess improvementreporting and analysiscloud platformsproductivity solutionsAI technologiessecurity technologies
Soft skills
communicationstakeholder managementmentorshipcrisis coordinationproblem-solving
Certifications
Azure FundamentalsM365 FundamentalsITILPMP
