Engineering Incident Manager (Portugal-based Remote/Hybrid)

at  SWORD Health

The Operational Escalation Manager manages a team dedicated to identifying and resolving unreported and escalated issues within the organization that have surpassed traditional support channels. This role goes beyond support issues and manages unreported problems across various departments and all products, such as the PTs’ portal, onboarding, devices, and logistics. The Operational Escalation Manager will lead efforts to find immediate and long-term solutions for these issues, ensuring member and client satisfaction and operational efficiency - implementing quick fixes for impacted users and collaborating with engineering and product teams to develop sustainable, long-term solutions.

REQUIRED SKILLS AND QUALIFICATIONS:

• Proven experience in technical support, troubleshooting, or a related field.
• Strong problem-solving skills and the ability to think strategically and critically.
• Excellent leadership and team management abilities.
• Effective communication and interpersonal skills for cross-functional collaboration.
• Technical proficiency and a good understanding of the company’s products and services.
• Ability to handle high-pressure situations and prioritize tasks effectively.

KEY RESPONSIBILITIES:

• Issue Identification and Resolution:
• Proactively identify issues that have yet to be reported or escalated through regular channels across various departments including the PTs portal, onboarding, devices, and logistics.
• Lead the investigation and diagnosis of these issues to understand their root causes.
• Immediate Remediation:
• Develop and implement quick-fix solutions to mitigate the impact on affected users.
• Ensure rapid communication and resolution to maintain member and client satisfaction.
• Long-term Strategy:
• Collaborate with engineering, product, operations, IT, and other relevant teams to define and implement long-term solutions.
• Ensure that identified issues are addressed in future product releases or updates.
• Team Leadership:
• Lead a specialized team dedicated to resolving escalated issues.
• Provide guidance, training, and support to team members to enhance their troubleshooting skills and efficiency.
• Cross-functional Collaboration:
• Work closely with other departments, including Member and Client Ops, Product, IT, and Engineering, to ensure cohesive problem-solving and process improvements.
• Facilitate knowledge sharing and documentation of solutions to prevent future occurrences of similar issues.
• Process Improvement:
• Develop and refine processes for issue escalation, tracking, and resolution.
• Implement feedback loops to continuously improve the team’s effectiveness and the quality of solutions provided.
• Reporting and Analysis:
• Track and report on the progress of issue resolution and the impact of implemented solutions.
• Analyze trends and patterns to identify systemic issues and areas for improvement.

The Operational Escalation Manager plays a pivotal role in ensuring that critical issues are swiftly addressed and resolved, thereby enhancing the overall member and client experience and contributing to the continuous improvement of the company’s operations and services.

• Please note that this position does not offer relocation assistance. Candidates must possess a valid EU visa and be based in Portugal