Manager Technical Escalation (Austin, TX)

Everi is currently looking for an experienced Manager Technical Escalation to help us manage the escalation department.

This position is based in Austin, TX at Everi's gaming headquarters.Everi is currently looking for an experienced Manager Technical Escalation to help us manage the escalation department.

This position is based in Austin, TX at Everi's gaming headquarters.

What Will You Be Doing?

* Exercises discretion and independent judgment in managing critical and high impact issues; * Provides clear communication and scope details to relevant stakeholders.

* Responsible for defining and developing customer support strategies, processes, and roles.

* Customarily and regularly provides technical guidance to internal teams and takes ownership of escalated cases.

* Actively researches and identifies issues pertaining to product reliability, schedules, and project cost; provides recommendations and solutions to management.

* Creates ad-hoc reporting as needed, including management and account performance reports.

* Customarily and regularly conducts issue review meetings with key stakeholders; communicates findings to customers in a timely fashion.

* Manages deployment activities with cross-functional teams.

* Maintains and publishes detailed schedules and action plans; ensures appropriate resources are obtained.

* Analyzes escalation performance metrics and quality trends; provides recommendations for process or product improvement.

* Responsible for operational results, including performance standards, metrics, and customer satisfaction.

* Customarily and regularly directs the work and manages the personnel issues of direct report employees, including recruiting, hiring, training, scheduling, evaluating, coaching, and developing staff; recommends or initiates promotions, transfers, and disciplinary action.

* Performs other related duties as assigned.

Skills, Knowledge, & Expertise for the job: * Bachelor's degree in Computer Science, Information Systems, or a combination of education and equivalent work experience required.

* In-depth understanding of operational dependencies of applications, networks, systems, security, and policy.

* Demonstrated in-depth knowledge and experience maintaining cloud computing and virtualization technologies.

* PMP / Six Sigma Certifications desired.

* ITIL Certification a plus.

* Expert proficiency in Excel, Salesforce.

Jira, Tableau.

* Expert proficiency in Microsoft Office applications and servers, including Office 365.

What's In It For You?

* Competitive salary and benefits package.

* Comprehensive healthcare benefits, including medical, dental, vision, pet insurance, gym reimbursement, and more!

* Retirement savings plan with employer match.

* Discretionary Time Off (DTO) - No more "banking hours" to take a day off and the perfect way to prevent burnout and improve productivity.

Building on a solid culture and resounding positive feedback from Everi employees, Everi continues to receive recognition as a Top Workplace in 2021, 2022, and 2023.

The compensation for this role considers a wide range of factors, including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

The disclosed range estimate has not been adjusted for the applicable geographic differential for the location at which the position may ultimately be filled.

At Everi, it is not typical for all individuals to be hired at or near the end of the range; compensation decisions depend on each case's facts and circumstances.

A reasonable estimate of the current range is $92,800 - $ 107,500 annually.

Everi is an Equal Opportunity Employer.

All qualified applicants and employees will be afforded equal employment opportunities without discrimination because of race, creed, color, national origin, sex, age, disability, marital status, or any other characteristic or class protected by federal, state, or local law.

For All External Staffing Agencies Everi does not accept unsolicited agency submittals.

Please do not forward resumes to our Executive team, Management team, or any current Everi employee for review.

Everi is not responsible for any fees related to unsolicited resumes.

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