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Job Category:

Information Tech

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Job Description and Qualification:

Job description:

  • The IT Escalation Manager is supporting the IT Incident Owner while operating on IT incidents that are elevated to other IT support instances, to ensure a smooth operation between the stakeholders by using the Incident Management Process, Situation Management Process, Complaint Management Process and Positive Feedback process.

Job responsibilities:

  • Coordinate and follow up on the handling of IT high priority incidents on a follow the sun schedule, making sure they are resolved and communicated accurately.
  • Confirm the correct assignment and priority validation of the high priority incident tickets.
  • Communicate the opening, updates and resolution of IT high priority incidents to the corresponding audience based on incident scope and impact on a regular basis. 
  • Maintain the Planned Maintenance Calendar and Problem Management reports on SharePoint as a support activity of the Situation Management function.
  • Identify and coordinate IT Emergency Situations, by informing and engaging the IT Leaders in online meeting and calls and act a as moderator.
  • Handle the IT Complaint Tickets through their whole lifecycle, by contacting supporters, leaders and customers, confirming satisfaction once the complaint tickets are resolved.
  • Handle the positive feedback tickets while forwarding them to the respective IT Supporters and Leaders.

Job requirements:

  • Working Experience in Customer Support
  • Working Experience in working with customer escalations and high priority situations
  • Ability to work and collaborate with cross-functional teams
  • A good understanding of IT Services and standards
  • IT Service Management experience (Change Management, Incident Management, Problem Management, Capacity Management etc.)
  • Willingness and ability to work in a global distributed team
  • Good organizational skills
  • Good communication skills
  • Problem Solving ability
  • Good Analytical skills
  • Fluently speaking/writing in English (German is a plus)
  • Able to be contacted on weekend and holidays to work as per business demand