Escalation Manager

Job Number: 23980

Position Title: Manager, Technical Support

External Description:

Our Company

Informatica is the world’s number one independent provider of enterprise cloud data management software. Organizations around the world gain a competitive advantage in today’s global information economy with timely, relevant and trustworthy data for their top business imperatives. More than 4,350 enterprises worldwide rely on Informatica to access, integrate and trust their information assets held in the traditional enterprise, off premise and in the Cloud.

 Our Team

The Escalation Management team is there to ensure project level escalations are addressed in an organized and transparent process.  Escalation Managers work 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.  Escalation Managers are primarily organizers and communicators, ensuring all accountable parties execute on success plan activity and that all stakeholders receive updates pertinent to their level of involvement.  Escalation Management is another service provided to our customers to streamline the path to realization of value from all of our products.

Your Opportunity

We are looking for an Escalation Manager to handle escalations from the APAC and EMEA regions.  You will be working closely with Global Customer Support, R&D, Product Management and the various customer facing teams – Sales, Professional Services, Alliances and Customer Success Management – to resolve situations where the regular support process was insufficient.  You will represent the interests of both Informatica and our customers and will be called upon to come up with creative, mutually acceptable solutions to complex situations. 

Our Ideal Candidate

We are looking for an individual with proven customer facing project or escalation management experience.  Our candidate must have worked in the software industry and be familiar with newer technical trends such as Software as a Service and Big Data, as well as having a working understanding of Data Management in general, including data warehousing, master data management, and data quality.  Our candidate must be able to communicate clearly, both verbally and in writing, at a senior corporate management level.  Our candidate must also have an organized, detail oriented mindset that is critical to taming the whirlwind of activity that is often the result of situations having gone out of control for too long.  This position also requires a high level of confidence, pragmatism and calm in order to have the difficult conversations that are required to make progress during escalations.

Your Responsibilities

•  Be single point of contact for global teams on escalated issues
• Take an ownership role on escalating critical customer issues and help drive through resolution
• Track, analyze trends, and create reports on escalated issues
• Assist global teams in troubleshooting and defining action plans to bring support issues to resolution
• Ensure the customer’s voice is heard throughout the support process
• Provide regular updates to internal and external stakeholders as well as executive leadership
• Set correct expectations and drive relief and resolution through effective communication
• Monitor progress of incidents and work with Product Management, and R&D teams to ensure appropriate resources have been allocated and that resources are effectively working on the issue.
• Identify areas of improvement in relation to Informatica products
• Collaborate with the Global Escalation Management team to ensure process alignment and best practice refinement
• Review root cause of escalations and work with appropriate teams to ensure continuous improvements of Informatica products and services.
• Create and maintain lines of communication with internal resources (Sales, Professional Services, Support, and R&D)
• Travel to customer sites and Informatica Offices, as necessary

 

Your Qualifications

 

• BTech/MCA/MBA degree or equivalent technical experience
• Excellent Communication skills; written and verbal
• Experience handling communication with C level executive leadership
• Experience building relationships with various cross-functional departments
• Experience working with global teams and other international operations is desired
• Ability to excel under pressure and tight deadlines
• Strong foundation of troubleshooting methodology that can effectively solve problems that have never been solved before.
• Extensive experience in a high stakes customer facing role
• Strong knowledge on Computer Science concepts
• Experience in troubleshooting software implementation issues

City: Bangalore

State: Karnataka

Seniority Level: Mid-Senior Level

Alternative Location(s) :

Community / Marketing Title: Escalation Manager

Remote LinkedIn Hashtag:

LinkedIN Hashtag: LI-SU1

Company Profile:

EEO Employer Verbiage:

At Informatica we know diversity drives innovation. We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination, one where all employees are treated with dignity and respect. All qualified applicants will receive consideration for employment without regard to race, color, gender, sex, sexual orientation, marital status, religion, age, disability, gender identity, veteran status or any other characteristic protected by applicable law and Informatica policy.

Travel Requirement: Limited

Location_formattedLocationLong: Bangalore, Karnataka IN