The Incident and Escalation Management team (IEM) is part of the company's Global Support Engineering (GSE) organization. The purpose of IEM is to continuously improve the company's overall customer experience during incidents and critical moments. The company is looking for experts with a background in Incident Management and Escalations handling to join our team to provide fast incident response and stakeholder ownership. In this position, you will play a role in providing communication, technical engagement and incident management for our global customers and will implement processes based on the lessons learned from each incident to limit further occurrence.

What You’ll Do:

• Drive the resolution of incidents and escalations while providing response and/or management to customers
• Design and implement real‑time and proactive monitoring of customer’s infrastructures
• Prioritize, manage, and own customer issues from start to finish
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