Consultant - Escalations Manager

Job Description

Location: [[req_workLocation]]
Location Address: Hyderabad, Telangana 500081 India (IN)

Careers with CDK Global – where to next?
So who are we and what do we do?
CDK Global is the largest global provider of integrated information technology and digital marketing solutions to automotive dealerships and manufacturers in more than 100 countries worldwide for the world’s biggest car brands. Although we operate on a global scale, we are small by comparison and that is a good thing. It means that we are still a business where every person matters and where anyone can make an impact on our growth and success. We have opportunities in a wide range of business areas so wherever in the world you join us, you will get the support, training and tools you need to make significant steps forward in your career.

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.

Essential Functions:

• 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
o Driving activity updates and closure
o Partnering liaising with P&T, Engineering, and PM Process owner to drive stability and lower incidents
• Event management when the work activity is low

Who do we look for? We look for people with the right cultural fit. That means being passionate and enthusiastic and having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. What can we offer you? To help us attract and retain the best, we pay people according to performance, not tenure. Excel in your role here and the rewards will be excellent too. We will also help you to grow your career, not only through focused investment in learning and development but also by enabling you to explore the opportunities our global market has to offer. Start your Journey with CDK Global.