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Escalation Manager

Hoffman Estates, IL, US, 60169

78841

Power the Possibilities
The CDK Global technology team is looking for collaborative innovators who are passionate about making their mark on emerging enterprise software products. We’re building and developing cloud technology for the automotive retail industry
that will change the landscape for automotive dealers, original equipment manufacturers (OEMs) and the customers they serve.

Be Part of Something Bigger
Each year, more than three percent of the U.S. gross domestic product (GDP) is attributed to the auto industry, which flows through our customer, the auto dealer. It’s time you joined an evolving marketplace where research and development
investment is measured in the tens of billions. It’s time you were a part of something bigger.

We’re expanding our workforce – engineers, architects, developers and more – onboarding early adopters who can optimize, pivot and keep pace with ever-evolving development roadmaps and applications.

Join Our Team
Growth potential, flexibility and material impact on the success and quality of a next-gen, enterprise software product make CDK an excellent choice for those who thrive in challenging, fast-paced engineering environments.
The possibilities for impact are endless. We have exceptional opportunities to evolve our industry by driving change through new technology.


If you’re ready for high-impact, you’re ready for CDK.

Role Overview

Incidents are an unwanted side-effect in data centers and cloud environments.  When they occur, they become the highest priority of the service operations organization.

The Escalation Manager is a critical customer service role within Support organization, working internally R&D, Services, Sales and Support, as well as externally with Customers to coordinate and drive the resolution of critical technical issues, provide timely and accurate updates regarding these issues, and provide important details on the status of the customer relationship with senior management.

Shift work and/or on-call are essential to this role being highly available to manage incidents when they occur and ensure that company leaders get the best available information on a timely basis.

Essential Duties & Responsibilities

  • Ensures all accountable parties execute on success plan activity and that all stakeholders receive updates pertinent to their level of involvement.
  • Serves as the single point of contact for global teams on complex escalated issues.
  • Takes ownership, sets expectations, and drives resolution.
  • Collaborates with global teams in troubleshooting and defining action plans to bring support issues to resolution.
  • Monitors progress of incidents and works with Product Management and R&D teams to ensure appropriate resources have been allocated and that resources are effectively working on the issue.
  • Identifies areas of improvement with company products.
  • Creates and maintains lines of communication with internal resources (Sales, Professional Services, Support, and R&D).  CDK uses email and Slack for these lines of communications.
  • Actively reviews root cause of escalations and works with appropriate teams to ensure continuous improvements of products and services.
  • Tracks and analyzes trends of escalated issues highlighting and accounting for areas of risk, including those in Problem Management cycle. 

The key responsibilities of an escalation manager comprise:

  • Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
  • Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task
  • Assembling the escalation management team which includes the incident owner, problem owner (if applicable), and other professionals in the specified area of expertise
  • Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation process
  • Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly
  • Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises
  • Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly
  • Informing stakeholders about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies
  • Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and validating customer satisfaction before closing the escalation
  • The main responsibility of an escalation manager is to bring order, structure, and focused management attention to the customer's incidents and problems in order to gain complete customer satisfaction. The need for creating an escalation process is triggered by the organization when the customer complains about the urgency of resolution or when the organization perceives the loss of consumer base due to emergency.

Day to Day responsibilities:

  • First escalation point from Event Management Team
  • Working outage bridges when incidents are occurring
  • On-call 24x7 potential, but shared with others
  • Post Incident Review
  • Internal Incident Report
  • Problem ownership for up to 3 problems, more likely 1 or 2
    • Driving activity updates and closure
    • Partnering liaising with P&T, Engineering, and PM Process owner to drive stability and lower incidents
  • Event management when the work activity is low

 

Knowledge & Skills

  • Seasoned, experienced professional with a full understanding of area of specialization who resolves wide ranges of issues in creative ways. 
  • Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
  • Expands skills and practical knowledge by routinely working with experts in the field and outside of immediate team/area/segment.
  • In depth knowledge of technical trends within Software as a Service, Big Data, Data Management, and adjacent technologies
  • Demonstrated experience in qualifying and prioritizing incoming requests from high priority clients, stakeholders, and business leaders. 

 

The key skill requirements for escalation management

  • Problem solving ability but more especially driving SME resources to resolution
  • Meeting service level agreements
  • Proactive Initial Response (IR) plan, reviewed Quarterly
  • Communication to stakeholders
  • Time management
  • Bridge management / Expertise in staff handling
  • Performance management
  • Required capabilities
  • Capable of handling escalation staff team of larger numbers
  • Has proven track record in escalation management with defined operational procedures for increasing the efficiency of task accomplishment

Education Requirements:

  • BS degree in Computer Science, Information Technology, Engineering, or equivalent degree.  Or Associate degree and 3+ years of work experience in related field
  • Wide range of understanding in infrastructure technology, including Platform, DB, Storage, Networking, and Cloud

 

CDK Global knows you have passions outside of work.  You have family, friends, sporting events, and lots of things going on.   That’s why we offer a comprehensive benefits package to not only take care of you but your family as well.   All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.  


Nearest Major Market: Chicago

Job Segment: Outside Sales, Computer Science, Cloud, Product Manager, Sales, Technology, Operations, Marketing

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