Manager, Escalation Engineering job in Austin
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|Job Category:||Information Technology|
TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TeleTech is an Equal Opportunity Employer. |
TTEC, is currently seeking an experienced client facing Manager of Escalation Engineering. The Escalation Engineering / Tier 2 support team provides customer-facing resolution and is focused on service restoration to our enterprise clients while minimizing system down time. At an operational level the team's objective is to provide information, advice, guidance and rapid restoration of normal services to TTEC's premise and Cisco cloud clients and users.
What you'll be doing
The Manager will lead and maintain the Tier 2 support organization, provide effective and efficient proactive and reactive services at the level required by the Managed Services organization, manage the response to Incidents reported by external clients, monitor performance against SLAs throughout the incident life-cycle, manage communication with the customer, instigate proactive communication, build and maintain excellent customer relationships and high customer satisfaction. There is a high level of client engagement and 24/7 availability is expected as needed. The Tier 2 global team supports Cisco ICM\UCCE which integrate into other backend systems like Cisco Unified Communications Manager and other Unified Communication related devices.
At this level the Manager will lead and partner with other managers in the Managed Services organization on behalf of the Tier 2 Engineering team, and to initiate and follow through actions required for Incident Management; to improve or maintain agreed service levels. This requires adequate seniority within the organization and clearly visible management support. This role must also allow for clients to feel like they are interfacing with senior levels of management to address their issues and concerns. The outward client communication skills and leadership is critical in this role since the role requires the management of multiple integrated teams.