Devo, the cloud-native logging and security analytics company, empowers security and operations teams to maximize the value of all their data. Only the Devo platform delivers the powerful combination of real-time visibility, high-performance analytics, scalability, multitenancy, and low TCO crucial for monitoring and securing business operations as enterprises accelerate their shift to the cloud. Devo is proud to be recognized as a Great Place to Work®. 
Headquartered in Cambridge, Mass., Devo is backed by Insight Partners, Georgian, and Bessemer Venture Partners. Learn more at www.devo.com.

As an Escalations Manager, you will manage incidents that affect the availability and performance of Devo Platform service for our global customer-base. This is a highly visible role focused on improving customer satisfaction during escalated incidents, requiring a high degree of autonomy and strong problem solving skills.

The Customer Success team is an always-engaged team making sure that each of our customers has an outstanding experience. We’re looking for an Escalations Manager to join our team in supporting and supervising our ever-expanding Cloud platform.

Responsibilities:

• Prioritize and drive escalations to ensure visibility, traction, and resolution.
• Ensure the customer’s voice is heard throughout the escalation process.
• Coordinate resources across Customer Success, R&D, NOC, and Cloud Operations to restore normal service operations quickly to drive efficient resolution plans and minimize impact to Customer business operations.
• Proactively respond to drops in cloud platform service levels, and escalate as needed.
• Establish accurate expectations from response procedures to drive relief and ensure customer satisfaction throughout the process.
• Supervise, manage, and guide peers during incidents fully to ensure accurate information is captured.
• Assemble and lead conference calls for diagnosis and remediation of customer impacting outages.
• Craft clear and concise customer-facing Problem Statements, Status Reports, and Final Summaries able to be easily understood by Engineers and Executives.
• Attend customer calls when needed.
• Run post-incident reviews, prepare post-mortem reports, and assigns and follows through with action plans.
• Keep vendors on track for deliverables to Devo in 3rd-party incidents.
• Develop positive, strong, and collaborative relationships with multiple cross-functional partners across
  Devo to improve the team's efficiency and ability to deliver on sophisticated tasks that have broad impact.
• Lead process improvements and improved operational efficiencies.

Knowledge, Skills and Abilities:

• 4+ years in a technical support organization handling major incident response and management activities, preferably with an enterprise software product, or equivalent work experience.
• A proven ability to lead and influence cross-functional teams in a tense situation.
• Enjoy problem solving and analyzing global-scale distributed systems.
• Outstanding interpersonal and written/verbal communication skills.
• Don’t shy away from conflict, can influence at most levels and manage customer escalations by following set processes and improvising during abnormal scenarios.
• You have a strong attention to detail and sense of ownership to resolve customer issues.
• Available for 24x7 escalation management duties.
  

Background Experiences:

• Experience with database and/or big data query languages (i.e SQL, SPL, Linq).
• Experience with syslog.
• Desired experience with SIEM and/or with a SOC.
  

Education:

We prefer college-educated applicants, but at minimum, high school diploma or equivalent is required for employment.