Escalation Manager / Duty Manager - IDEMIA

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person - one identity.

The Duty Manager position at IDEMIA is an important part of our escalation infrastructure. The Duty Manager role is part of the Customer & Technical Solution group, providing support and escalation services to our customers. The Duty Manager engages on all Severity 1 escalations and provides critical oversight and support to our internal technical resources. In addition, the Duty Manager send communications for each Severity 1 and insures that the processes are being adhered to. This role was create to provide dedicated focus on Severity 1 escalations and the processes supporting them.

Severity 1 escalations are defined as the most serious outages that our customer may encounter. It is imperative the IDEMIA is able to respond in an effective ana consistent way to insure that our customers are back up and running in the shortest time possible. The Duty Manager will be responsible for maintaining and evolving the processes around the Escalations, Severity 1 communications, and interfacing with our quality teams and the RCA processes.

The ideal candidate for this role would have a strong understanding of escalation management, the ability to communicate effectively under pressure, and be able to develop and manage support processes.

• Engage on Severity 1 escalations, set up bridge calls, send email status reports, and remaini engaged until the Severity 1 is resolved.
• Manage and maintain the processes around Severity 1 and other escalation processes as they interact.
• Build and develop a best in class Severity 1 escalation process. Leverage best practices to evolve and enhance our procedures with new processes and systems automation.
• Engage in an on-call coverage rotation with a greater group of managers to provide duty manager coverage 24X7.
• Handle extremely high-pressure issues and dynamic customer escalations impacting IDEMIA’s entire ecosystem.
• Interface with various departments and groups within IDEMIA to drive resolution.
• Delivery of a high-quality customer experience through timely and effective response to internal and external customer needs.
• Full escalation lifecycle with root cause analysis documentation, complaint analysis, and metrics.

• Demonstrated ability to communicate effectively to customers and C-suite and the ability to drive solutions with customers and internal stakeholders.
• Demonstrated experience managing escalations or developing support processes.
• BA or equivalent experience.
• Expertise troubleshooting complex enterprise SW environments in all its permutations: private cloud, on-prem and Public Cloud. SAAS experience a plus
• Experience with SalesForce or Jira a plus.