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Triage Manager

Triage Manager

Job ID 
2017-1069
# of Openings 
1
Job Locations 
US-MD-Rockville
Posted Date 
6/19/2017
Category 
Operations

More information about this job

Overview

The Triage Manager is responsible for the overall management and coordination of customer ticket escalation and Change Management activities. This individual participates in the development and implementation of operational policies and procedures, identifies operational needs, and participates in the formation of resulting remediation plans. You will drive and improve efficiency of issue escalation and management for customers and customer facing departments and conduct postmortem meetings and generate reports for executive management.

Responsibilities

  • Serve as the entry point to the escalation process
  • Monitor/manage aging Severity 1 tickets
  • Act as customer advocate during the escalation process
  • Own resolution of complex issues initiated by customer and/ or Account Manager 
  • Own the problem and the overall action plan
  • Responsible for ascertaining the business impact of the situation, based on the information provided by Customers and Account Managers.
  • Professionally analyze and convey complex issues and their related interactions across multiple teams and partner organizations
  • Facilitate the communication process between customer and Operations technical teams, ensuring appropriate escalation procedures are followed.
  • Lead the escalation process and involve all technical teams to resolve issue to customer satisfaction
  • Obtain additional resources, as needed
  • Present action plan and obtain executive management approval 
  • Ensure that all parties are properly informed/updated throughout the escalation of customer issues
  • Keep senior management informed of key issues and escalations that may impact expected business results
  • Lead postmortem of customer issue/resolution process, generate reports for executive management team
  • Manage customer reported/impacting bug fixes in Jira
  • Lead/manage Change control board approval and reporting 
  • Foster innovative solutions in work situations and ensure that the customer perspective is the driving force behind business decisions and activities

Qualifications

  • Graduate degree or Undergraduate degree and equivalent work experience
  • 5+ years in a Technical Support Role providing support to outside customers
  • Customer service experience working in high stress situations on complex problems
  • Prior experience as a Triage Manager or Coordinator, Duty Manager or Escalation Manager preferred
  • Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization
  • Demonstrated work experience in documenting process or software
  • Experience in Health IT organization preferred