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.

Compensation Data
Minimum Salary 121,000 USD. plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location.