Escalation Manager

🕒 March 27

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OneStream Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💸 Finance

🏢 Enterprise

💰 Series B on 2021-04

Software • Finance • Enterprise

OneStream Software is a financial software solutions provider that specializes in streamlining financial consolidation, reporting, and planning processes for businesses. Their platform is designed to enhance organizational efficiency by integrating various financial functions into a single, easily manageable system, thereby enabling businesses to make informed decisions based on real-time financial data.

📋 Description

• Lead the operational management of high-severity incidents and customer escalations across the OneStream Cloud platform. • Serve as the central coordination point during critical incidents, ensuring appropriate teams are engaged and resolution efforts remain focused and efficient. • Act as the incident manager during major incidents, maintaining situational awareness, coordinating response activities, and ensuring accountability for resolution actions. • Facilitate incident response calls, coordinate technical teams, and maintain executive-level communication during major incidents. • Clearly identify and assign resolution ownership to reduce ambiguity during incidents. • Ensure customers receive timely updates, clear communication, and strong ownership throughout the escalation lifecycle. • Own the operational incident lifecycle including incident declaration, coordination, escalation, communication, and post-incident review. • Drive root cause analysis (RCA) processes and ensure corrective and preventative actions are implemented and tracked to completion. • Track and manage escalated issues to resolution while identifying patterns, systemic risks, and recurring operational gaps. • Develop and improve incident management frameworks, escalation procedures, severity definitions, and operational runbooks. • Partner with cross-functional teams to reduce recurring incidents through automation, resiliency improvements, and architectural enhancements. • Monitor escalation metrics and operational KPIs including MTTR, incident frequency, and customer impact. • Lead post-incident reviews and drive accountability for operational improvements. • Own and drive measurable incident outcomes, including reduction in MTTR and reduction of recurring incidents.

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field, or equivalent professional experience. • 5+ years of experience in cloud operations, incident management, site reliability engineering, or technical escalation management. • Proven experience coordinating and managing high-severity incidents in production cloud or SaaS environments. • Strong understanding of cloud infrastructure, distributed systems, networking fundamentals, and enterprise SaaS operations. • Experience coordinating cross-functional technical teams during complex production incidents. • Demonstrated experience operating incident management platforms used to coordinate major incident response (e.g., PagerDuty, Opsgenie, ServiceNow, or similar). • Experience using observability and monitoring tools to support incident diagnosis and response. • Demonstrated ability to communicate effectively with both technical teams and executive stakeholders during high-impact situations. • Strong analytical and problem-solving skills with the ability to drive root cause analysis and systemic resolution of operational issues.

🏖️ Benefits

• Vision • Medical • Life • Dental • 401K