Escalation Support Manager DataDirect Networks
THIS JOB HAS EXPIRED Overview
DataDirect Networks (DDN.com) is a world leader in massively scalable storage. We are the leading provider of data storage and processing solutions and professional services that enable content-rich and high-growth IT environments to achieve the highest levels of systems scalability, efficiency and simplicity. DDN enables enterprises to extract value and deliver results from their information. Our customers include the world's leading online content and social networking providers, high performance cloud and grid computing, life sciences, media production organizations and security & intelligence organizations.
We are currently seeking an Escalation Support Manager
The Escalation Support Manager will be responsible for major incident management across DDN global markets. This is a high visibility position that requires frequent contact with senior management as well as regular communications with Business Units, Engineering teams and Global Support Services. The successful candidate is a dynamic leader with a proven track record of successful development of relationships, development & implementation of processes, management of large scale strategic projects and programs, effective cross group collaboration and motivation of teams at all levels, and proficient from a technical perspective preferably in an IT Infrastructure Delivery environment. The Escalation Manager needs to take end-to-end ownership of Incident Escalations and ensure that the right level of support and services are being provided. He/she will be expected to lead major incident recovery, ensure that root-cause-analysis is performed on issues, provide the mentoring of resources and provide the reporting out from an operational perspective to upper level management.
The individual will also be responsible for establishing and executing effective Escalation Management policy, process and practices throughout the Support and Services organization. Overall charter is to work with Project and Program Management and Delivery Practices to reduce the need for sudden and urgent escalation handling through early issue identification, proactive communication, effective issue management and comprehensive reporting and analysis, and closed feedback communication.
Responsibilities for this role include but are not limited to:
Complements Duty Manager on existing Critical Issue Management Process
Daily Meeting & Status Update
Service Ticket Case Management
Manages Mid & Long-term Critical/Hot and Customer Satisfaction escalations which impact
Revenue-driven such as Sales Order, Contract Renewal
Customer Relation such as Partnership, Press Release, Quarterly Review
Process-driven such as R&D PDLC, Ops, RMA & Logistic, Professional Training
Assists on service ticket closure to meet businees objectives of key support metrics
Responsible for interfacing between, customers, 3rd Party Vendors, and DDN cross-functional teams of Sales, Marketing, Engineering, Operations, etc.
Enhances External & Internal Communication Channels by conducting daily/weekly meetings with DDN technical teams and sending out daily/weekly status update to customer, account team, and technical team.
Facilitates Technical Resolution Channel by review, assist, and track service ticket progress. Escalate technical issues to Level 3 Support & Engineering team and facilitate and expedite RMA & Logistic process
Participates in improvement of Product Development Process through Root-Cause-Analysis, Engineering Change Order, Technical Service Bulletin, and test case escape loop back process, etc. Develops customer facing document templates such as Incident Reports, SLA Metrics, etc.
Manage Critical Cases from the time that the critical issue was identified, to the time that all outstanding issues related to communication, root cause and prevention have been completed.
Report progress in both problem resolution, and subsequent problem avoidance for customers who have experienced a critical case situation.
Report status of Critical Situations to upper level management.
Work closely with Operations and Engineering to assess any product quality issues or trends and contribute to continuous improvement in product quality
Assist in improving case management process.
Closely manage and monitor assigned ?hot? accounts, working to address customer concerns quickly and effectively to move them off of ?hot? account status.
Report daily status to Support and Engineering Management teams (may include Account Managers)
Qualifications for this role are:
BS in Electrical Engineering, Computer Science, Mathematics, Sciences, or equivalent
At least 10+ years of technical project management experience preferably as PS consultant
Must be an effective communicator at all levels with ability to act as advisor to Sr. Management
Excellence judgment, decision making skills, and ability to work under continual deadline pressure and leading technical teams
Strong presentation, executive client management and business development skills
Must have in-depth technical knowledge and problem analysis skills
Good understanding of the technical fundamentals of the system infrastructure including open system platforms (UNIX, Linux, Windows), networking, and file system
Support experience in any of the following is a plus:
Object Storage Platforms
Object Storage Software
Block Storage RAID Systems
Parallel File Systems
Demonstration of a complete understanding of storage and file system technologies a plus
Pro-actively responds to all customer requests in a timely manner, while maintaining accuracy
Experience supporting post-sales efforts is essential to success in this position.
DDN Core Characteristics
DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities:
Self Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives.
Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable.
Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful.
Innovative - Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.
DDN takes pride in developing and promoting talent as an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, veteran status, or any other category protected by law. By fostering a diverse business environment, DDN welcomes opportunities to learn from each other, our customers, investors, suppliers, and business partners.
Thank you for your interest in joining DDN!
||9320 Lurline Avenue |
Chatsworth, CA 91311
THIS JOB HAS EXPIRED