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Incident and Escalation Manager, Technical Support

Acronis

Acronis

IT, Customer Service
Bogotá, Bogota, Colombia
Posted on Saturday, April 27, 2024

Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for an Incident and Escalation Manager for our Technical Support team who is ready to join us in creating a #CyberFit future and protecting the digital world!

In this role, you will function as an Incident and Escalation Manager for Acronis’ products and services. You will be the person driving and supervising mitigation and resolution of high-impact and visibility incidents for Acronis’ partners and customers. You will build efficient problem solutions with the technical teams, establish trusted communications with the incident stakeholders, and deliver actionable root cause analysis to the leadership team.

Every member of our “A-Team” has an instrumental role and impact on the success of Acronis’ innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up.

WHAT YOU'LL DO:

  • Supervise and coordinate Escalation Response Team activities during critical incidents (global incidents, executive escalations, large accounts at risk)
  • Manage communication and activities on the escalated incidents from various internal stakeholders
  • Manage incident response lifecycle including, preparation, mitigation, and root cause analysis after complete resolution
  • Facilitate weekly review of technical incidents and support volume drivers
  • Provide incident tracking and analytics for the VIP accounts management program
  • Report procedural inefficiency based on lessons learned and as a Customer Support liaison, work closely with Software Engineering, Data Center Operations, Product Management, and Customer Success departments to achieve optimal efficiency when working on the escalated incidents
  • Work on additional technical tasks and projects assigned by the department leadership

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS):

  • Fluent English (both oral and written), C1/Advanced as a minimum. Additional Spanish, Portuguese, German, or French language is a plus
  • 2+ years of experience working in a software vendor, MSP, or MSSP in an incident management or leadership role
  • IT background with solid technology fundamentals knowledge including, virtualization, cloud, network, operating systems, storage systems, and cyber security
  • Great communication skills and customer focus, and ability to prioritize and switch between a variety of time-sensitive issues
  • Strong relationship-building skills and ability to develop and maintain constructive relationships across departments and manage disagreements effectively
  • Passion for troubleshooting, ability to come up with efficient solutions for complex issues
  • Mindset for process management and improvement, analytical and holistic approach for tackling the problems
  • Decision-making skills and commitment to customer service excellence
  • Project management experience and ITIL knowledge are a plus

WHO WE ARE

Acronis is revolutionizing cyber protection by unifying backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution. This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—all at a low and predictable cost.

Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.

Our corporate culture is focused on making a positive impact on the lives of each employee and the communities in which we live. Mutual trust, respect, personal achievement, individual leadership, and a belief that we can contribute to the world everyday are the cornerstones of the Acronis Team.

Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.

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