Escalation Manager

6 months ago

Sydney, Australia AC3 Full time

Exposure to Blue chip & Government Cloud Environments
- 4th Best Place to Work in Australia
- Guide engineers of various specialties to resolve complex problems and incidents

**Please note - applicants must be living in Sydney, overseas or interstate applicants will not be considered.**

**About the company**
***
At AC3, our purpose is to make technology real, and as the leaders in secure multi-cloud solutions, we get to do this for our customers every day. We are an Australian owned ICT MSP, with offices in Sydney, Melbourne and Auckland, servicing over 50% of the NSW State Government and over 700 enterprise customers.

**About the role**

Using your broad and deep technical experience, you’ll be working particularly closely with our Specialist Services Team Leads and customers to guide engineers of various specialties and expertise to effectively resolve complex incidents and requests, providing technical guidance, coaching, and mentorship.
- Provide expert-level guidance and assistance to team members in troubleshooting and resolving complex technical issues
- Collaborate with internal teams, including projects and operations, to ensure effective communication and resolution of escalated issues.
- Provide feedback to the leadership team regarding areas for improvement in product reliability, support processes, and customer experience
- Conduct thorough root cause analyses for escalated incidents, identifying underlying issues and working with relevant teams to implement preventative measures.

**Essential Skills & experience**
- 5+ years’ experience with an MSP/Systems Integrator servicing small-to-large clients
- Proven experience in technology, support & technical leadership.
- Experience with Hypervisor stacks - VMware, Hyper-V, Oracle KVM as well as Public Cloud providers - AWS and Azure
- Experience with ServiceNow
- Broad knowledge of a range of ICT systems including Private and Public Cloud, Linux, Database, Middleware, Firewall, Networks, Windows, Storage, Backup and how they inter-relate

**Culture**

As #4 on Australia’s Best Places to Work list, it’s clear that culture is a top priority at AC3. We approach business with family values, which means people here have real relationships that go beyond work. We believe it’s important that everyone is heard and treated with respect, whether you have the next big idea or simply a question. We keep it simple and live by our fours ways of being:

- **Own It**: If I say I’m going to do it, I do it. And I give it my all.
- **Better It**: I take the current status quo and make it better.
- **Brave It**: I listen, say what needs to be said, and do the right thing. Especially when it’s tough.
- **Enjoy It**: I take my work seriously, but don’t take myself too seriously.

We’d love for you to experience the AC3 way for yourself

**Benefits**
- Competitive daily rate
- Fun & Friendly team
- ASAP start
- Convenient Sydney CBD location with hybrid working (2-3 days per week WFH)
- Genuine flexibility in the workplace
- Every position at AC3 will require to undergo a National Police Check._

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