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Escalation Engineer Team Lead
2 months ago
RMV Solutions Pty Ltd is seeking a highly skilled Escalation Engineer Team Lead to join our team. As a key member of our IT service delivery team, you will be responsible for overseeing the technical escalations and ensuring timely completion of team objectives.
Key Responsibilities:- Empower escalation engineers to meet their KPIs and soft metrics
- Advise management on business and escalation enhancements and implement necessary changes
- Ensure timely completion of team objectives (rocks)
- Assist in the assessment and continuous evaluation of team KPIs
- Maintain relevant and meaningful metrics aligned with business goals
As a vital component of our service framework, the Escalation Engineer Team Lead plays a leadership role in managing escalations and helping the team meet their KPIs, soft metrics, and drive business improvements.
Requirements:- Comprehensive knowledge of Cloudbox, its systems, and vendors
- Thorough understanding of our clients and their unique business requirements
- Ability to create clear and concise process documentation for the escalation and technical teams
We are looking for a customer-focused individual with strong analytical skills and effective questioning and listening abilities. The ideal candidate will have excellent verbal and written communication skills, a confident team player with a positive can-do attitude, and meticulous attention to detail.
As a key member of our team, you will have the opportunity to work with a dynamic and fast-paced environment, and contribute to the success of our clients. If you are a motivated and results-driven individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.
