Support Escalation & Risk Manager

Your role at Dynatrace
The Support Escalation & Risk Manager is responsible for managing escalations and risks associated with Technical Support and facilitating resolution in a quick and effective way. As the key point of contact to the Customer Success team, owning escalations and risk is essential to provide a unified and seamless account team and customer experience.Address and resolve escalated tickets, maintaining a high level of customer trust and satisfaction. Key Responsibilities:

• Be the owner of the escalations and work with stakeholders (support, customer success, R&D) to resolution.
• Conduct post-mortem reviews on complex and highly visible escalations to determine opportunities for improvement or prevention.
• Identify and evaluate potential risks to Dynatrace Customers and Support operations
• Track and report on key performance indicators (KPIs) related to risk management activities
• Collaborate globally with the Support team to manage, develop and implement mitigation to risks effectively
• Train the Technical Support and Customer Success Teams in escalation and risk management processes.
• Ensure the escalation and risk management processes are utilized correctly and promptly.
• Track and report on key performance indicators (KPIs) related to escalations
• Leverage metrics and performance to drive process improvements
• Prepare regular reports for senior management on the effectiveness of the escalation process and measures to prevent such escalations

What will help you succeed

• Bachelor's degree in information technology, Business Administration, or a related field (Master's degree preferred).
• 3+ years of experience in customer support, incident management, escalation management, or a related field, with a track record of leading complex incident resolution efforts.
• Strong understanding of IT systems, infrastructure, and operations.
• Excellent problem-solving, analytical, and decision-making skills.
• Effective communication and interpersonal skills, with the ability to manage stakeholder expectations and coordinate across teams.
• Experience with incident management tools and frameworks (e.g., ITIL, NIST).

Preferred Qualifications

• Certifications in incident management or related areas (e.g., ITIL, CISSP).
• Experience in a similar role within a large, complex organization.
• Familiarity with regulatory requirements and compliance standards relevant to the industry.

Working Conditions:

• Full-time position and may require travel.

Why you will love being a Dynatracer

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
• A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.