ISSY LES MOULINEAUX
Managing team of senior engineers to assist in managing escalated and critical situations in EMEA region from technical and business prospective.
Responsibilities include managing customer expectations, coordinating resource engagement, and internal and external executive-level communications. Providing valuable guidance to enterprise customers during technical crises in partnership with the account team. Driving operational excellence through improvements in customer and account satisfaction, and in partnering with the product group to drive product improvements. Coaching to improve service delivery and provide supervisory watch over the incident wellness.
Developping partnership with targeted engineering teams to meet emerging market needs and improve supportability. Coordinating investments in customer facing content with a goal of reducing the customer's effort.
Support Escalation Manager include both organizational and managerial skills as well as demonstrated leadership skills.
Duties include:
- Hiring, developing and retaining technical talent
- Team leadership through goals, strategy communication, and tactical decisions
- People management fundamentals including regular 1:1s, coaching, feedback, performance evaluation, and morale activities.
- Incident Wellness-Coach strong documentation and timely customer engagement
- KPIs
Competencies include:
-Demonstrated Business Acumen and leadership
- Understanding of support processes such as Microsoft Operations Framework /ITIL
- Project management
- Influence without authority
- Organizational and planning skills
Specialties
Debugging & Troubleshooting skills
Business Acumen and leadership
Project & Business Management
Mes compétences :
Business
Business coach
Business management
Cloud
Cloud computing
Coach
COMPUTING
KPI
Leadership
Management
Microsoft Project
People Management
Technology
