Informatica LLC Senior Escalation Manager in New York, New York
Senior Escalation Manager
Escalation Managerswork closely with both the customer and Informatica parties to make sure problems and success criteria are clearly understood, that there is a well-defined action plan to achieve success and that communications are clear and predictable.
Essential Duties & Responsibilities
Ensures all accountable parties execute on success plan activity and that all stakeholders receive updates pertinent to their level of involvement.
Serves as the single point of contact for global teams on escalated issues.
Takes an ownership role on escalating critical customer issues and help drive through resolution.
Tracks/analyzes trends and create reports on escalated issues.
Assists global teams in troubleshooting and defining action plans to bring support issues to resolution.
Ensures the customer's voice is heard throughout the support process.
Provides regular updates to internal and external stakeholders as well as executive leadership.
Set correct expectations and drives relief and resolution through effective communication.
Monitor progress of incidents and works with Product Management and R&D teams to ensure appropriate resources have been allocated and that resources are effectively working on the issue.
Identifies areas of improvement in relation to Informatica products.
Collaborates with the Global Escalation Management team to ensure process alignment and best practice refinement.
Reviews root cause of escalations and works with appropriate teams to ensure continuous improvements of Informatica products and services.
Creates and maintains lines of communication with internal resources (Sales, Professional Services, Support, and R&D).
Knowledge & Skills
Seasoned, experienced professional with a full understanding of area of specialization who resolves wide ranges of issues in creative ways.
This is the fully qualified, career oriented, journey level position.
Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
Expands skills and practical knowledge by routinely working with experts in the field and outside of immediate team/area/segment.
Proven customer facing project or escalation management experience.
Software industry experience and strong familiarity with newer technical trends such as Software as a Service and Big Data.
Understanding of Data Management in general, to include data warehousing, master data management, and data quality.
Education & Experience
BA/BS or higher educational background is preferred.
Minimum 5+ years of relevant professional experience.
Computer Science related study is preferred.
Alternative Location(s) :
Senior Escalation Manager
Remote LinkedIn Hashtag:
Unleash Your Potential
A career with Informatica gives you all the opportunities and benefits that can only come from working for the trusted industry leader. By joining our team, you'll be able to solve real-life problems, make a difference, have a global impact, and join a supportive group of globally diverse teammates. We encourage you to be yourself, grow with us and unleash your potential.
EEO Employer Verbiage:
Informatica, the Enterprise Cloud Data Management leader, empowers businesses to realize the transformative power of data. We have pioneered a new category of software, the Informatica Intelligent Data Management Cloud (IDMC), powered by AI and a cloud-first, cloud-native, end-to-end data management platform that connects, manages and unifies data across any multi-cloud, hybrid system, empowering enterprises to modernize and advance their data strategies. Customers in more than 100 countries and 85 of the Fortune 100 rely on Informatica to drive data-led digital transformation. For more information, visit us at, , , and .
Conquering the Impossible with data, come join\#LifeAtINFA!
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.