Head of Technical Escalation (F/H) - SaaS platform
Join a fast-growing company that has raised $250 million and is rapidly expanding internationally.
Join a stimulating technical environment with a team of high-level engineers.
Manage the team in charge of incident management and participate in improving quality processes.
About our Customer
About Skillink
Our customer is a SaaS platform that enables any company to define the best strategic plan, analyze all its data and anticipate the impact of its decisions.
Responsibilities
The role of Head of Technical Escalation has a fairly broad scope that can include areas such as creating and leading programs, driving change, hiring, building and promoting a team of experts, and even extending responsibilities to quality engineering. The ultimate aim is to proactively minimize the likelihood of problems (re)occurring, and to accelerate their detection, mitigation and resolution where necessary.
At the creation of this position, the responsibilities are as follows:
- Secure and improve the quality of problem handling and incident response within the engineering teams.
- Act as the main interface with key stakeholders and ensure they receive appropriate communication.
- Act as escalation point for critical issues and ensure incident management (crisis management, situation room).
- Lead root cause analysis, follow up action plans, identify contributing factors and advocate their resolution.
- Promote sound production practices, particularly with regard to monitoring and warning.
- Define quality parameters and corresponding targets, and use them to finance, direct and allocate projects and related tasks.
- Find every way to embed quality in the engineering and product culture, aligning teams to a common vision and strategy, distributing responsibilities, leading and empowering appropriately.
- Manage the technical escalation team.
Hybrid working hours to be defined according to your location.
Profile required
A 5-year degree in computer science from an engineering school or equivalent university.
You have at least 10 years' experience in similar roles, such as engineering management, engineering program management, quality engineering, technical support/climbing. You are not required to code, but you have technical skills: you can carry out technical research, understand the workings of complex architecture, analyze and interrogate data, talk to software engineers and challenge them without difficulty. You've already led large-scale change or transformation projects.
You've demonstrated your ability to prioritize and problem-solve in tense situations. You are comfortable with uncertainty and intense situations where no two days are alike. You are used to navigating between operational and strategic levels throughout the working week.
You are fluent in English (French is not compulsory).