Technical Escalations Specialist

Job Description

Role

As a team, we champion the end-user to drive their own success through technology. We simplify the complex. The N-Tech Escalations Specialist role will manage and maintain technology services at Netflix-owned properties. This position will partner with our frontline Netflix Technology Support team and act as an escalation point for various applications, services and technologies. You'll be responsible for reducing complexity and improving the user experience at Netflix-owned properties by leveraging technology and workflow enhancements. For service efficiency, this role will also lead a team of Managed Service Providers to ensure on-site support scales to meet the needs of the workforce.

Your Responsibilities
• Lead the day-to-day operation of Netflix facilities, Netflix-owned tools, and services, which include:
• Develop Standard Operating Procedures and communicate changes to Support and Engineering teams.
• Develop and lead a team of Managed Service Providers (MSPs) to conduct escalations work on behalf of Netflix.
• Creates and leverages metrics and reporting to identify trends within the environment and collaborate effectively with partner teams to build valued add and scalable solutions.
• Effectively manage support volume, contracted resources, work scheduling, and oversight of operations.
• Ensures the quality of support through continuous review, feedback, and coaching.
• Help create and maintain the decision-making framework for whether we need to provide face-to-face support.
• Act on and identify areas for proactive support to improve the end-user experience, and reduce support volume and complexity around service offerings.
• Serve as the escalation point for high-priority issues to ensure proper and timely resolution.
• Troubleshooting + escalation to various engineering partners.
• Collaborate with cross-functional partners to proactively identify issues as they arise and conduct retrospective analysis on large-scale issues.
• Manages, and drives to conclusion, internal and external problem escalations.
• Development and Quality & Assurance of processes and runbook documentation that will be used by our support teams to troubleshoot, resolve and/or escalate.
• You will work with Netflix Technology Support to learn, provide feedback, and curate insights.
• You will work with partner teams (OCS, Workplace, Space & Occupancy, etc.) to learn, document, and advise with a focus on driving efficiency, resolution of issues, and improved support experience.
• Create and maintain all root cause analysis reports after an escalation to identify workflows or systems to help mitigate reoccurring issues.
• Collaborate with your colleagues to share knowledge on new issues observed and socialize learnings with the rest of the organization.
• Align with cross-functional and cross-regional teammates to ensure consistency across the organization.
• Make autonomous operational decisions based on data and anticipate impacts to the business.

Necessary Skills & Experience
• Strategic thinking both technically and business-wise with the ability to build strong cross functional partnerships.
• Proven knowledge of troubleshooting MacOS/Windows, Network infrastructure, Saas Applications, and AV systems.
• Ability to learn new technologies quickly and with minimal guidance.
• Familiarity in asset tracking, management, and deployment.
• Local/Regional knowledge (vendors, general operation standards, culture, etc).
• Thrives on technical challenges and takes pride in solving them.
• Excellent interpersonal and communication skills both written and verbal.
• Proven ability to work independently with minimal supervision; must be a self-motivated self-starter that can initiate ideas amidst ambiguity.
• Flexible amid an ever-changing and growing environment.
• Information tracking, as it pertains to ancillary charges and overhead budgets
• Capable of composing clear process, and procedure documentation on complex topics

Jobcode: Reference SBJ-rjwpww-3-147-104-120-42 in your application.