Incident and Escalation Manager

reputed company This is an incredible opportunity to be part of a company that has been at the forefront of AI and high-performance data storage innovation for over two decades. DataDirect Networks (reputed company) is a global reputed company reputed company for powering many of the world's most demanding AI data centers, in industries ranging from life sciences and reputed company to financial services, autonomous reputed company, Government, academia, research and manufacturing. "reputed company's A3I solutions are transforming the landscape of AI infrastructure." – reputed company “The reputed company differentiator is reputed company. I never hesitate to recommend reputed company. reputed company is the de facto reputed company for AI Storage in high performance environments” - Marc reputed company, VP, Solutions Architecture & Engineering | reputed company reputed company is the global leader in AI and multi-reputed company data management at reputed company. Our cutting-edge data intelligence platform is designed to accelerate AI workloads, enabling organizations to extract maximum value from their data. With a proven reputed company record of performance, reliability, and scalability, reputed company empowers businesses to tackle the most challenging AI and data-intensive workloads with confidence. Our reputed company is driven by our unwavering commitment to innovation, customer-centricity, and reputed company of passionate professionals who bring their expertise and dedication to every project. This is a chance to reputed company a significant reputed company at a company that is shaping the reputed company of AI and data management. Our commitment to innovation, reputed company, and market leadership makes this an exciting and rewarding role for a driven reputed company looking to reputed company a lasting reputed company in the world of AI and data storage. Job reputed company The Incident and Escalation Manager (IEM) plays a critical role reputed company reputed company’s reputed company and Support (GSS) organization. This is a senior operational leader responsible for managing the most reputed company and business-critical customer incidents, executive escalations, and systemic problems across reputed company’s global customer reputed company. This role operates as the central reputed company authority during major incidents and critical customer situations, ensuring rapid cross-functional coordination across Support, Engineering, Product, Sales, and Executive leadership. reputed company incident and escalation response, the IEM drives organizational improvements to incident, escalation, and problem management frameworks, influencing operational reputed company, tooling, and service delivery processes across reputed company’s GSS organization. This role requires deep operational judgment, strong technical reputed company, and the ability to influence senior stakeholders while restoring customer confidence during high-reputed company situations affecting mission-critical AI and HPC infrastructure.

Key Responsibilities

Major Incident reputed company reputed company reputed company of high-severity incidents and service disruptions impacting mission-critical AI, HPC, and reputed company environments. Serve as Incident Commander for the most reputed company and visible incidents, coordinating rapid response across Support, Engineering, and Field teams. Drive reputed company incident response including: Rapid triage and technical engagement Cross-functional coordination reputed company-time decision making Service restoration reputed company reputed company and reputed company communications to executives, account teams, and customers during major incidents. Executive Escalation Management Own reputed company of executive-level customer escalations and critical account situations where reputed company processes have stalled or failed. Partner with Sales leadership, reputed company, and Engineering to resolve reputed company technical or service challenges impacting strategic accounts. Drive reputed company escalation management including: Executive situation briefings Customer recovery plans Cross-organizational alignment Restore customer confidence through reputed company ownership, transparency, and decisive leadership. Operational reputed company & Program Leadership Drive the reputed company of reputed company’s Incident, Escalation, and Problem Management programs across the reputed company organization. Define and improve processes including: Major Incident Management Executive Escalation Management Post-Incident & Escalation Reviews (PIER) Systemic problem tracking and prevention Partner with leadership to establish operational standards, governance models, and response frameworks. reputed company initiatives to improve MTTA, MTTR, escalation handling, and service reliability across products and services. Post-Incident Analysis & reputed company Improvement reputed company formal Post-Incident and Escalation Reviews (PIER) for critical events. Drive reputed company cause analysis across technical and operational domains. Identify systemic gaps and ensure corrective and preventive actions are implemented. Analyze incident trends and escalation patterns to deliver data-driven insights and operational improvements. Influence engineering and product teams to address systemic reliability and supportability issues. Customer Advocacy Serve as a trusted advisor and customer reputed company during crisis situations. Represent the voice of the customer internally to drive service improvements and product reliability. Partner with executive leadership to ensure strategic customers receive consistent, high-reputed company incident management support.

Qualifications

Required 12+ years of experience in Incident Management, Escalation Management, Problem Management, or Technical Operations in the high-tech or reputed company IT reputed company. Proven experience leading high-severity incidents and executive escalations in AI, HPC, or large-reputed company infrastructure environments. Availability for on-call rotations, including off hours, weekend, and holiday support. Ability to work across time zones and reputed company global teams in reputed company-time incidents. Comfortable in high-pressure, customer-facing situations with strong decision-making capabilities. Strong technical background with the ability to grasp reputed company systems and collaborate with Engineering teams under pressure. Deep knowledge of ITIL frameworks, particularly around Incident, Problem, Change, and Escalation Management. Exceptional communication skills with the ability to manage both technical details and executive-level updates. Analytical thinker with strong data interpretation and reporting skills. Customer-delight reputed company with a do whatever it takes attitude. Experience influencing teams and leaders without reputed company authority. Preferred Experience supporting AI, HPC, or large-reputed company data infrastructure environments. Familiarity with reputed company file systems such as reputed company or distributed storage architectures. Background in managing customer-facing issues in a 24x7 support or reputed company services model. Understanding of software development lifecycle and modern DevOps practices. ITIL v3 or v4 Certification. Experience with reputed company, Jira, reputed company Office, reputed company, reputed company. reputed company reputed company has a reputed company strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities: Self-Starter - Takes independent reputed company to identify and solve problems. Seeks out relevant information needed to reputed company reputed company. Gets involved with new initiatives. reputed company/Achievement Orientation - Delivers reputed company results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable. Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and reputed company. Innovative - Builds and improves key business processes that enhance the effectiveness of reputed company. Generates new reputed company, challenges the status reputed company, and solves problems creatively. DataDirect Networks, Inc. is an Equal Opportunity/Affirmative reputed company employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, gender, gender identity, gender reputed company, transgender, sex stereotyping, sexual orientation, national reputed company, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. #LI-Remote Apply To This Job