Act as the primary point of contact for customer support escalations, driving timely resolution and maintaining trust with customers.
Manage high-priority incidents and communications with customers and executive teams during critical product issues.
Analyze escalation trends, conduct post-mortems, and implement improvements to prevent future incidents.
Ping Identity provides an intelligent cloud identity platform that lets people securely and seamlessly shop, work, bank, and interact. Serving more than half of the Fortune 100, they maintain a global team that champions individuality, digital freedom, and a culture of respect and inclusion.
Own incident management end to end for Loomi, leading live incidents as Incident Manager through restoration.
Design and implement a unified incident process across products, and own incident communications for customers and executives.
Establish Problem Management from scratch, including root cause analysis and a known error database.
Bloomreach is building the world’s premier agentic platform for personalization, using AI agents to transform the customer journey. It powers personalization for over 1,400 global brands, with a virtual-first culture of freedom and trust.
Lead service-desk operations across the USMEPCOM enterprise, managing queues, staffing, escalations, and VIP support.
Use ServiceNow to monitor performance, identify trends, and improve service quality and customer experience.
Coordinate with government leadership and process owners to align activities with IT service management processes.
DecisionPoint Corporation is an IT services company providing enterprise IT support and service-desk operations for government programs. The company emphasizes equal opportunity and affirmative action in its workplace.
Manage a team of Assigned Support Engineers providing enterprise relationship-based technical support.
Lead escalations across Engineering, Product, Sales, and Customer Success to resolve issues.
Partner with account teams to bring at-risk customers back to health and improve the ASE program.
GitLab provides the intelligent orchestration platform for DevSecOps, helping organizations ship software faster and more securely. With over 50 million registered users and trust from more than 50% of the Fortune 100, GitLab fosters a high-performance culture driven by values and continuous knowledge exchange.
Establish and lead the Service Management Office, defining governance frameworks, standards, and performance mechanisms for Client IT Operations.
Drive major incident, problem/RCA, change, and release governance, ensuring disciplined execution and executive-quality communications across global teams.
Partner with technical leaders to convert recurring incidents and control gaps into prioritized improvement initiatives with measurable operational reporting.
HealthEdge offers AI-powered operational infrastructure for health insurance companies, providing a financial edge in a competitive market. The company is growing rapidly and investing in its people, fostering a culture of innovation and modernization in healthcare technology.
Coordinate and manage Major Incident process activities, including Sev1 and Sev2 incidents.
Communicate with internal and customer stakeholders on status, resolution, and success criteria.
Partner with Problem Management on RCA process and create Technical Action Plans.
HealthEdge offers AI-powered operational infrastructure for health insurance companies, helping them modernize operations and compete effectively. The company is experiencing strong market momentum and is investing in its people as it expands.
Lead integrated service coordination across service desk, application teams, cybersecurity, and clinical governance.
Maintain service management plans, catalogs, runbooks, escalation paths, and decision logs.
Coordinate incident, problem, change, and improvement processes in ServiceNow workflows.
NetImpact Strategies is a trusted advisor driving digital transformation for the Federal Government, solving complex problems with innovative and agile solutions. The company has been recognized as a Top Work Place by The Washington Post and fosters a dynamic, collaborative, and customer-focused culture.
Serve as the primary operational owner for high-exposure traveler escalations directed to C-suite leadership, driving investigations to closure.
Author executive briefings and conduct white-glove outreach to dissatisfied travelers, applying advanced conflict-resolution techniques.
Perform root-cause analysis, document systemic failures, and deliver executive dashboards to drive continuous improvement.
Tripadvisor is a global travel platform that connects people with experiences worth sharing, aiming to be the world's most trusted source for travel and experiences. The company operates a portfolio of travel brands including Viator and TheFork, with a culture centered on traveler-first values, agile execution, and collaborative success.
Lead and grow a distributed team of Site Reliability and Backend Engineers.
Own reliability for job processing and caching platforms, including SLOs, error budgets, and incident response.
Drive architectural initiatives such as zero-downtime Redis upgrades and migration to a durable workflow engine.
GitLab is an intelligent orchestration platform for DevSecOps that helps organizations increase developer productivity, improve operational efficiency, and reduce security and compliance risk. Trusted by more than 50 million registered users and over 50% of the Fortune 100, GitLab fosters a high-performance, values-driven culture that embraces AI as a core productivity multiplier.
Serve as the initial point of contact for USMEPCOM users, providing Tier 1/2 support for hardware, software, network, and account issues.
Document interactions in ServiceNow, resolve approved first-contact issues, and escalate advanced technical requests.
Recognize potential outage signals and support assigned shifts, including after-hours and surge coverage when required.
DecisionPoint Corporation is a technology services company that supports government programs, including the USMEPCOM ENLIST service desk. It emphasizes customer-focused support, accurate documentation, and collaboration across remote technical teams.