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Escalation Engineer Team Lead

2 months ago

Cape Town, South Africa RMV Solutions Pty Ltd Full time
Position Overview
Our client is a global IT-managed service provider specializing in the financial services sector. We offer fully outsourced IT solutions centered around top-tier public cloud technologies, ensuring the security and uptime of our customers' environments, supported by our dedicated 24/7 support team. This role is set in a dynamic, fast-paced environment that seeks individuals with a strong desire to learn and a proactive attitude.
The Escalation Engineer Team Lead (EETL) oversees a team focused on technical escalations. Beyond the typical engineering responsibilities, this role emphasizes people, processes, and performance management within the team. While a strong technical background is essential, the EETL does not need to be the most technically skilled member due to the additional managerial responsibilities.

Role Description
As a vital component of the company’s service framework, the Escalation Engineer Team Leader plays a leadership role in managing escalations and helping the team meet their KPIs, soft metrics, and drive business improvements. The EETL will be responsible for:
  • Empowering escalation engineers to meet their KPIs and soft metrics
  • Advising management on business and escalation enhancements and implementing necessary changes
  • Ensuring timely completion of team objectives ('rocks')
  • Assisting in the assessment and continuous evaluation of team KPIs
  • Maintaining relevant and meaningful metrics aligned with business goals
Conducting monthly one-on-one meetings with each escalation engineer to discuss:
  • KPI reports
  • Equipment concerns
  • Suggestions for business improvement
  • Training plans
Leading weekly team meetings with all escalation engineers to:
  • Share updates from other departments
  • Review team KPI reports
  • Discuss progress and planning for team objectives
Overseeing the onboarding of new escalation engineers to:
  • Facilitate their integration into the team
  • Ensure they are comfortable in their roles
  • Confirm they understand their responsibilities and possess the necessary skills
Enhancing and monitoring the team's technical service reviews, while stepping in for clients when needed
Promoting efficiency and processes in Technical Service Reviews (TSRs)
Supporting escalation engineers with equipment issues and recommendations
Completing required annual certifications and inspiring the team to do the same

The following responsibilities will remain with the Escalation Engineer:
Assisting with the technical escalation of issues from the wider support team
Contributing to customer onboarding projects and cloud migrations
Managing escalated tickets and requests
Keeping customers updated on the status and progress of their tickets
Overseeing technical security operations, SaaS service, and platform management
Implementing automation and service efficiency through scripting, coding, development, and API integrations
Supporting customer retention and satisfaction
Aiding in the enhancement of efficiency, processes, documentation, and automation

RequirementsTechnical Skills
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

Soft Skills
Customer-focused with strong analytical skills and effective questioning and listening abilities
Excellent verbal and written communication skills suited for an international audience
A confident team player with a positive, can-do attitude
Meticulous attention to detail
Quick to learn, willing to study, and eager to obtain new certifications and skills (certification will be a KPI of this role)
Reliable, industrious, and self-motivated.