Escalation and Incident Response Manager

About InvoiceCloud:

InvoiceCloud is a leading provider of online bill payment services. Founded in 2009, the company has grown to be one of the leading disruptors in the cloud-based electronic bill presentment and payment (EBPP) space, helping institutions put customer experience first. By switching to InvoiceCloud, clients can improve customer engagement, loyalty, and efficiency while reducing churn and missed payments in the process. With over 50 million payments processed annually, InvoiceCloud is one of the most secure, innovative, and inclusive fintech solutions in the market. To learn more, visit www.InvoiceCloud.com.

We are seeking a visionary and proactive Escalation Manager to lead our Software Engineering team's efforts in managing and resolving major incidents and customer escalations as well as leading post-mortem reviews to drive continuous improvement. The ideal candidate will drive continuous improvement initiatives, foster a culture of excellence, and ensure minimal disruption to our services. This role requires exceptional leadership, strategic thinking, and the ability to inspire and guide teams under pressure.

Key Responsibilities:

• Incident Response & Management (I think this should be the first responsibility – leading incidents)
• Act as the primary point of contact for major incidents, ensuring timely detection, assessment, and resolution.
• Lead incident response calls with engineering, support, and infrastructure teams to coordinate triage, mitigation, and recovery efforts.
• Communicate impact and status updates to key stakeholders, including engineering leadership, customer success, and executive teams.
• Escalate incidents appropriately to technical experts, senior leadership, and external partners when required.
• Ensure adherence to the Incident Management process, from detection to resolution and documentation.

Leadership and Strategy:

• Lead the incident and escalation management function with a focus on strategic outcomes and continuous improvement.
• Develop and implement a comprehensive incident management strategy that aligns with organizational goals.
• Mentor and coach team members, fostering a culture of accountability and excellence.
• Act as a role model for effective communication, collaboration, and problem-solving.

Continuous Improvement:

• Analyze incident and escalation data to identify trends and areas for improvement.
• Drive the implementation of best practices and innovative solutions to enhance incident and escalation processes.
• Lead post-incident reviews to identify root causes and ensure preventive measures are in place.
• Promote a culture of continuous learning and improvement within the team.
• Proactively monitor and follow up on outstanding escalated issues to ensure timely resolution.
• Create and review documentation for incident and escalation training.
• Define and track incident KPIs (MTTR, MTBF, Incident Volume, Severity Trends, etc.) to measure operational performance.
• Conduct Root Cause Analysis (RCA) and post-mortem meetings to identify preventative measures and track action items.

Stakeholder Engagement:

• Serve as the primary point of contact for escalations, ensuring timely and effective resolution, corrective action tracking, and follow through
• Build and maintain strong relationships with internal and external stakeholders.
• Communicate incident status, resolution plans, and improvement initiatives to senior leadership.
• Advocate for the needs and concerns of stakeholders in incident and escalation processes.

Collaboration and Communication:

• Collaborate with cross-functional teams to ensure seamless incident resolution and knowledge sharing.
• Facilitate regular incident management meetings and workshops to drive continuous improvement.
• Prepare and present detailed incident and escalation reports to leadership, highlighting key insights and recommendations.
• Advocate for customer needs across departments, ensuring their voice is heard.
• Work with SRE, DevOps, and Engineering teams to improve system resiliency, failover strategies, and reliability engineering.
• Work closely with Customer Success & Support teams to ensure incident updates and resolutions are communicated effectively.
• Provide regular incident reports to executives and key stakeholders.

Qualifications:

• Bachelor’s degree in information technology, computer science, Operations, or a related field.
• Proven experience in incident and escalation management with a focus on leadership and continuous improvement.
• Experience in quality management / continuous improvement frameworks such as 6-Sigma, Kaizen, TQM.
• Experience in ITSM / ITIL frameworks
• Strong analytical and strategic thinking skills.
• Exceptional communication and interpersonal skills.
• Experience leading Customers through difficult situations and rebuilding trust
• Ability to inspire and lead teams under pressure.
• Familiarity with incident management tools and software such as Jira Service Management, OpsGenie, ServiceNow, etc.
• ITIL certification is a plus.

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay. The above represents the expected base compensation range for this job requisition. Ultimately, indetermining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.

InvoiceCloud is an Equal Opportunity Employer. 

InvoiceCloud provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].

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