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John Smith
name@company.com
Data Scientist, USA
Interests
Cloud-Ready Data
Digital Transformation
Data Governance

New York, NY

Escalation & Incident Manager

Joining Collibra’s Support team:

As Collibra Support’s Escalation & Incident Manager, you will be responsible for the end to end management of customer support escalations for Collibra’s growing customer base.  Primarily, you will work with stakeholders across all levels of the organization to elevate, communicate, aid in the resolution of and document, all escalated incidents while ensuring the best customer experience during these critical situations.  You will establish, improve and maintain post escalation processes such as post incident reviews, post mortems and other forms of continuous improvement.

Escalation & Incident Managers at Collibra are responsible for:

  • Managing the lifecycle of an escalated incident including, but not limited to, acting as the single point of contact, incident intake, impact analysis, internal stakeholder coordination & communication and escalation closure.
  • Establishing and maintaining escalation standard operating procedures in accordance with industry standards (ITIL) and best practices (TSIA).
  • Building strong working relationships with key stakeholders across Customer Success, Engineering and Product focused on fostering efficient collaboration and driving down resolution times. 
  • Developing, implementing and coordinating key post escalation processes such as post incident reviews, conducting post mortems, preparing customer facing RCA’s, trend analysis and other key continuous process improvement activities.
  • Building and monitoring escalation KPIs and relevant reporting to ensure support continues to provide the best internal and customer experience possible for escalated incidents.
  • Driving and managing incident review meetings focused on critical / major escalations with senior leadership.
  • Project management of Service Delivery initiatives to improve and mature related support processes and functions, where relevant.

You Have:

  • Exceptional judgment regarding escalation management and incident resolution as well as the ability to make timely decisions from both business and technical standpoints
  • 5+ years of incident management and/or escalation management experience in fast paced software/technology environments
  • Proven ability to cultivate strong working relationships cross-functionally to drive effective teamwork and communication
  • Experience working with relevant tooling including ticketing systems such as Zendesk and ServiceNow and dashboard tools such as Zendesk Explore and Tableau
  • Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority

You Are:

  • Customer-centric
  • An excellent problem solver
  • A skilled collaborator and influencer
  • An independent and well organized, project-oriented thinker
  • One who thrives in a fast paced environment

Escalation & Incident Manager’s measures of success are:

  • Within your first month, you will absorb knowledge about current incident and escalation processes & tools as well as identify key pain points and opportunities for immediate improvement.
  • Within your third month, you will be actively managing escalations, implementing improvements to current processes and documenting action plans for new functional post-incident activities.
  • Within your sixth month, you will own the end to end escalation process as well as any post-incident activities and execute against a project roadmap for further maturing Collibra’s incident & problem management strategy

Benefits at Collibra:

We strive to provide all Collibrians with competitive and cost-efficient benefits that are aligned to our company values. As a high-growth company, our goal is to offer flexibility and choice with our benefits programs to support the evolving needs of our changing workforce. The specific offerings will differ slightly by region but our {Be}well benefit programs encompass the following strategic pillars:

  • {Be}Healthy: Healthcare for yourself and eligible dependents (inclusive of partners/domestic partners), mental health resources and care, tax-advantaged accounts, income protection, discount programs and more! Additionally, we encourage employees to treat their whole self by offering a bi-monthly calendar of events and programming dedicated to our {Be}well initiatives which focus on wellbeing areas including emotional, professional & social, financial, physical, allyship & belonging and giving back.
  • {Be}With Family: We offer multiple types of leave so that you can spend time with loved ones, including parental leave, caregiver leave and our annual family day. These are all complementary to our culture in which we value output over hours!
  • {Be}Kind: Collibra For Good, Unconscious Bias & Allyship training, Diversity Equity and Inclusion (DEI) Strategy, Environmental Social Governance (ESG) strategy, racial equity awareness programs and Collibra-led fundraisers.
  • {Be}Unplugged: Our paid time off programs include vacation, holidays, sick time and compassionate/bereavement leave. We also offer remote-friendly meditation sessions and cooking lessons – all of which you’re actively encouraged to use!
  • {Be}Informed: Competitive compensation, bonus potential, private company equity, merit reviews and promotion cycles, company pension, discounts programs, access to LinkedIn Learning, employee referral program, employee rewards & recognition, development programs and more!
  • {Be}Together: Community and belonging with our Employee Resource Groups (ERGs) and personal interest groups, ERG-driven events, speaker series, and celebrations, a dedicated DEI council, the virtual Collibra cafe, trivia, bingo games and much more! 

When in-person (office) life resumes, we look forward to more snacks, catered lunches, team offsites and social events (think holiday gift exchange, fundraising events, happy hours, celebrations and more)!

Equal Opportunity:

At Collibra, we’re proud to be an equal opportunity employer – which ties directly to our core value, “open, direct, and kind.” We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone. 

With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category.

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