Weekend Escalation Senior Manager

A company is looking for a Weekend Escalation Senior Manager. Key Responsibilities : Manage critical customer issues and lead a small team of direct reports Engage with customers and internal teams to drive operational excellence and incident resolution Conduct retrospective meetings to identify process improvement opportunities Required Qualifications : 7+ years of experience in a technical support environment handling complex issues 5+ years of experience in support management and incident response in a technology organization Strong experience in cloud and infrastructure technology Proven ability to lead cross-functional collaboration and manage critical incidents Familiarity with incident management frameworks (e.g., ITIL, NIMS)