Escalation Manager

GENERAL SUMMARY
Coordinates efforts across multiple organizations such as Platforms, Open Software, ESG, Delivery Practices, CS, and TS to resolve Customer issues. Works closely with multiple organizations to determine the root cause and closed loop corrective actions for issues. Insures awareness of issues at Divison and Corporate levels while working with others to develop training, processes and procedures to eliminate future occurrences. Promotes the development of strong cooperative relationships with all EMC technical organizations. Contributes to the development, communication and delivery assurance of EMC training, standards, policies and procedures for EMC Services. Helps to enable cost effective and timely delivery of billable engagements that drive EMC product and services. 

PRINCIPAL DUTIES AND RESPONSIBILITIES
* Helps to ensure compliance with Corporate and Division Escalation Policies.
* TS Divisional contact point for coordination of Root Cause Analysis (RCA) for problems escalated to the Division level. RCA analysis includes identification of resources required, event timeline, EMC corrective action, and any process or procedure recommendations to prevent future occurrence. All documentation produced will be forwarded to corporate for review to determine if process or procedure changes are required to prevent future occurrence elsewhere.
* TS Divisional contact point for coordination of Customer Impact Assessments related to problems escalated to the Division level. Assessing the impact of multiple events leading to poor customer satisfaction and eliminating such problems is a key function of this role.
* Focuses on problem avoidance. Works with other workgroup teams to develop training, processes and procedures based on historical experience to insure issues are avoided at other Customers. Assesses the impact of Corporate advisories and bulletins on existing customer base.
* TS Divisional liaison for all joint TS/CS escalations. Escalation support for designated (event based) Corporate Customer Support Managers (CSM) within the Division, as required.
* TS Divisional contact point for escalation to Corporate Support Managers (CSMs) for problems escalated to the Division level. TS Divisional contact point for escalation to Corporate TS Escalation Manager.
* Performs other duties as required. 

SKILLS
* Cross-Functional skill.
* Ability to lead, motivate and direct a workgroup.
* Ability to influence others to achieve results.
* Problem solving skills.
* Understanding of EMC's products and their value added to the customer.
 
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