Thrive

Manager, Escalation and Incident Response

Thrive

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

CloudCyber Security

About the role

  • Rapidly assess and triage escalated issues, aligning resources and communication to drive resolution with minimal business impact
  • Facilitate collaboration across engineering, service delivery, and customer success teams to resolve complex incidents and prevent recurrence
  • Monitor and analyze performance metrics, producing actionable insights that inform team development and process refinement
  • Coach and mentor escalation specialists and incident responders, fostering a psychologically safe environment
  • Serve as a strategic voice for the customer, ensuring feedback loops are closed and insights are integrated into service improvements
  • Uphold and evolve escalation, incident, and problem management protocols, ensuring consistency, clarity, and compliance with SLAs
  • Identify procedural gaps and lead initiatives to enhance service delivery, communication cadence, and incident response maturity
  • Lead stakeholder briefings, document progress, and escalate with precision when needed
  • Report directly to the Director of Centralized Services and model calm leadership under pressure

Requirements

  • Proven experience in MSP or IT service environments, with a strong grasp of escalation and incident management frameworks
  • Exceptional analytical, organizational, and communication skills
  • Ability to lead under pressure, navigate ambiguity, and make data-informed decisions
  • Demonstrated success in coaching and developing high-performing teams
  • Familiarity with ITIL, Lean Six Sigma, or similar operational methodologies
  • Comfortable engaging with executive stakeholders and translating technical issues into business impact
  • Strong customer service orientation and a collaborative mindset
  • Willingness to participate in on-call rotations and respond to critical incidents outside standard hours