Incident and Escalation Manager - Technical Support

Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for a Incident and Escalation Manager who is ready to join our mission in creating a #CyberFit future!

In this role you will function as an Incident and Escalation Manager for the Company's products and services. You will drive and supervise mitigation and resolution of high-impact and/or visibility incidents for the Company's partners and customers. Along with the technical teams, you will build efficient problem solutions, will establish trusted communications with the incident stakeholders, and will deliver actionable root cause analysis to the leadership team.

Every member of our “A-Team” has an instrumental role and impact on the success of Acronis’ innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up.

WHAT YOU'LL DO

• Supervise and coordinate Escalation Response Team activities during critical incidents (global incidents, executive escalations, large accounts at risk);
• Manage communications and activities on the escalated incidents from various internal stakeholders.
• Manage incident response lifecycle: preparation, mitigation, and root cause analysis after complete resolution.
• Facilitate weekly review of technical incidents and support volume drivers.
• Provide incident tracking and analytics for the VIP accounts management program.
• Report procedural inefficiency based on lessons learned and as a Customer Support liaison, work closely with Software Engineering, Data Center Operations, Product Management, and Customer Success departments to achieve optimal efficiency when working on the escalated incident.
• Work on additional technical tasks and projects assigned by the department leadership.

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

• Fluent English (both oral and written, C1/Advanced as a minimum as a minimum).
• 2+ years of experience working in a software vendor, MSP, and MSSP in an incident management or leadership role.
• IT background with solid technology fundamentals knowledge (virtualization, cloud, network, operating systems, storage systems, cyber security).
• Project management practical experience or ITIL knowledge.
• Great communication skills and customer focus.
• Strong relationship-building skills (to be able to develop and maintain constructive relationships across departments and manages disagreements effectively).
• Ability to prioritize and switch between a variety of time-sensitive issues.
• Passion for troubleshooting and ability to come up with efficient solutions for complex issues.
• Mindset for process management and improvement, analytical and holistic approach for tackling the problems.
• Decision-making skills and commitment to customer service excellence.

Would be considered plus if you have

• Additional language (German, Spanish, Portuguese, or French).

*Please submit your resume and application in English

WHO WE ARE

Acronis is revolutionizing cyber protection by unifying backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution. This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—all at a low and predictable cost.

Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.

Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations, and ordinances.

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