Head of Technical Escalation – SaaS platform

Our client is a SaaS platform that allows any company to define the best strategic plan, analyze all its data and anticipate the impact of its decisions.

The role of Head of Technical Escalation has a fairly broad scope that can include areas such as creating and leading programs, managing change, hiring, building, and promoting a team of experts, and even extending responsibilities to quality engineering. The end goal is to proactively minimize the likelihood of problems (re) occurring and to speed up their detection, mitigation, and resolution when appropriate.

When this position was created, the responsibilities are as follows:
- Secure and improve the quality of problem treatment and incident response within engineering teams.
- Act as the main interface with key stakeholders and ensure that they receive appropriate communication.
- Act as an escalation point for critical problems and ensure incident management (crisis management, crisis room).
- Lead root cause analysis, follow up on action plans, identify contributing factors and advocate for their resolution.
- Promote sound production practices, especially with regard to surveillance and alerting.
- Define quality parameters and the corresponding objectives, use them to finance, direct and distribute projects and the tasks that result from them.
- Find all ways to anchor quality in engineering and product culture, aligning teams with a common vision and strategy, distributing responsibilities, and leading and empowering appropriately.
- Manage the technical climbing team.

Hybrid work schedules to be defined according to your workplace.

A Bac + 5 level training in computer science, from an engineering school or an equivalent university.

You have at least 10 years of experience in similar functions, such as engineering management, engineering program management, quality engineering, technical support/escalation. You don't have to code but you have technical skills: you can conduct technical research, understand how a complex architecture works, analyze and query data, talk to and challenge software engineers without difficulty. You have already led changes or large-scale transformation projects.

You have demonstrated the ability to set priorities and solve problems in tense situations. You are comfortable in uncertainty and intense situations where no two days are the same. You are used to navigating between operational and strategic levels throughout the work week.
‍

You are fluent in English (French is not mandatory).