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Technical Escalation Manager Jobs in Indiana (NOW HIRING)

Circle Logistics

IT Manager

Fort Wayne, IN · On-site

$93K - $114K/yr

Serve as the senior technical escalation point for the entire organization User and Account Management * Own the full user lifecycle across all core platforms-onboarding, role changes, and ...

Circle Logistics

IT Manager

Fort Wayne, IN · On-site

$93K - $114K/yr

Serve as the senior technical escalation point for the entire organization User and Account Management * Own the full user lifecycle across all core platforms-onboarding, role changes, and ...

Circle Logistics

IT Manager

Fort Wayne, IN · On-site

$93K - $114K/yr

Serve as the senior technical escalation point for the entire organization User and Account Management * Own the full user lifecycle across all core platforms--onboarding, role changes, and ...

Rentokil

Technical Service Manager

Indianapolis, IN

$110K - $111K/yr

Key Performance Indicators ESR Rate Claims Rate Escalation Rate, time(days) on escalation Material ... Works collaboratively with Technical Account Managers and National Account Managers to drive ...

Rentokil

Technical Service Manager

Indianapolis, IN · On-site

$110K - $111K/yr

Key Performance Indicators ESR Rate Claims Rate Escalation Rate, time(days) on escalation Material ... Works collaboratively with Technical Account Managers and National Account Managers to drive ...

Rentokil

Technical Service Manager

Indianapolis, IN · On-site

$110K - $111K/yr

Key Performance Indicators ESR Rate Claims Rate Escalation Rate, time(days) on escalation Material ... Works collaboratively with Technical Account Managers and National Account Managers to drive ...

Acumera

Technical Account Manager

Indianapolis, IN · On-site

... escalation assistance, and proactive engagement to help customers achieve their business and technical goals. Additionally, Technical Account Managers may support proof-of-concept engagements, pilot ...

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Technical Escalation Manager information

What is the difference between Technical Escalation Manager vs Technical Support Engineer?

AspectTechnical Escalation ManagerTechnical Support Engineer
CredentialsTypically requires a bachelor’s degree in IT, Computer Science, or related field; certifications like ITIL or network certifications are commonUsually holds a bachelor’s degree in IT, Computer Science, or related; certifications like CompTIA or Cisco are beneficial
Work EnvironmentManages escalations, coordinates between teams, and oversees complex technical issuesProvides direct technical support to customers, troubleshooting hardware/software problems
Employer & Industry UsageUsed in tech companies, telecom, and IT service providers for handling high-level issuesCommon across tech firms, hardware vendors, and service providers for frontline support

The Technical Escalation Manager focuses on managing complex issues and coordinating teams, while the Technical Support Engineer handles direct customer support and troubleshooting. Both roles require technical knowledge, but differ in scope and responsibilities.

What does a Technical Escalation Manager do?

A Technical Escalation Manager oversees complex technical issues that cannot be resolved by frontline support teams. They coordinate with engineering, product, and support teams to diagnose problems, develop solutions, and ensure timely resolution, often using tools like ticketing systems and technical documentation. The role requires strong communication skills, technical knowledge, and the ability to manage escalations efficiently.

What is a technical escalation manager?

A Technical Escalation Manager is a professional responsible for handling complex technical issues that cannot be resolved by standard support teams. They coordinate with customers, engineering teams, and other stakeholders to ensure critical problems are addressed quickly and effectively. Their role often involves root cause analysis, process improvement, and ensuring customer satisfaction by minimizing downtime and resolving issues efficiently.

What are the key skills and qualifications needed to thrive as a technical escalation manager?

To thrive as a Technical Escalation Manager, you need a solid background in IT troubleshooting, incident management, and a relevant degree or equivalent experience. Familiarity with ticketing systems like Jira or ServiceNow, along with certifications such as ITIL or PMP, is often required. Strong problem-solving, communication, and conflict resolution skills help you coordinate effectively and reassure both customers and technical teams during high-stress situations. These competencies are critical for ensuring timely resolution of complex technical issues and maintaining customer satisfaction.

How does a technical escalation manager typically collaborate with cross-functional teams during a critical incident?

A Technical Escalation Manager acts as a central point of coordination during complex technical incidents, working closely with engineering, support, and product teams to drive swift resolution. They facilitate communication between technical experts, monitor progress, and ensure that all stakeholders are updated regularly. This collaborative approach not only helps resolve issues efficiently but also fosters a culture of continuous improvement by capturing lessons learned and sharing them across the organization. Effective teamwork in this role is essential for minimizing downtime and maintaining high customer satisfaction.
What cities in Indiana are hiring for Technical Escalation Manager jobs? Cities in Indiana with the most Technical Escalation Manager job openings:
Technical Escalation Manager jobs near you

Technical Application Analyst IV - Lead

First Financial Bank

Terre Haute, IN • On-site

Full-time

Posted 26 days ago

Job description

Address
We're always looking for bright individuals to join our growing organization. As a part of the First Financial Family, we will invest in your development and provide a dynamic work environment where you're challenged, valued and empowered every day. We strive to be the best destination for the industry's top talent, creating a diverse, collaborative workplace that celebrates innovation and change. We are one team, working together to get things done.
Job Description:
Office Location:
Abilene, Texas, United States
*This is an in office position in Abilene, Texas.
SCOPE/CONTACTS:
The Technical Application Analyst IV serves as the lead technical owner for the day-to-day oversight of the technical application team and assigned application portfolio. This role is responsible for directing daily production support activities, coordinating workload and escalation management, and ensuring the stability, security, performance, and supportability of enterprise and banking applications. The lead analyst provides expert-level support for complex incidents, drives root cause analysis and corrective action planning, and partners with business units, vendors, infrastructure, cybersecurity, and project teams to deliver resilient and compliant application services. This position also leads operational readiness for upgrades, releases, conversions, integrations, and business continuity activities while mentoring analysts and promoting service quality, documentation discipline, and process improvement.
ESSENTIAL FUNCTIONS
  • Provide day-to-day oversight of the technical application team, including work intake, ticket triage, priority setting, escalation handling, support coverage, and execution of daily operational support activities.
  • Serve as the senior technical escalation point for critical and high-impact incidents affecting banking and enterprise applications, integrations, interfaces, and data flows.
  • Lead major incident response, root cause analysis, known-error tracking, and preventive action planning to reduce repeat issues and improve service stability.
  • Oversee application health, availability, performance, and defect trends across production environments using monitoring, logging, alerting, and observability tools.
  • Coordinate release readiness, deployment support, post-release validation, and production handoff activities to ensure stable implementations and controlled change execution.
  • Lead support activities for application upgrades, conversions, integrations, data mapping, reconciliation, and acquired institution or platform transition efforts.
  • Partner with business units and project teams to clarify requirements, assess production support impacts, and align technical support practices with operational priorities.
  • Coordinate vendor support, issue escalation, maintenance planning, defect remediation, and service review activities for supported platforms and integrations.
  • Ensure adherence to incident, problem, change, release, access, and operational risk management practices consistent with established ITIL and internal governance standards.
  • Review and maintain runbooks, support procedures, support diagrams, configuration records, knowledge articles, and technical documentation for the supported portfolio.
  • Track and communicate application service risks, recurring issues, support metrics, backlog status, and operational trends to leadership and stakeholders.
  • Coach, mentor, and provide technical direction to Technical Application Analysts I-III, including work quality review, knowledge sharing, and onboarding support.
  • Support audit, exam, disaster recovery, business continuity, vulnerability remediation, and control evidence activities related to assigned applications and support processes.
  • Participate in after-hours support, weekend releases, incident response, and recovery activities when required to maintain production stability and business continuity.

MINIMUM QUALIFICATIONS
  • Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field (or equivalent combination of education and directly relevant experience).
  • Advanced-level experience supporting applications and production systems, typically 10+ years in application support, systems support, or technical operations environments.
  • Demonstrated senior or lead-level experience coordinating support activities, mentoring analysts, and guiding technical issue resolution across complex application portfolios.
  • Relevant certifications are preferred, including ITIL, PMP or CAPM, Security+, database, cloud, or platform-specific certifications aligned to supported systems.
  • Expert-level SQL skills, including complex data analysis, query optimization, troubleshooting, reconciliation, and performance review across relational databases.
  • Experience supporting enterprise and banking applications, including core banking, loan, deposit, treasury, digital, and integrated business systems.
  • Strong working knowledge of application architecture, integration patterns, APIs, middleware, batch processing, scheduling, and multi-tier system dependencies.
  • Hands-on experience with enterprise databases and platforms such as PostgreSQL, Oracle, DB2, SQL Server, Java, .NET, and related application ecosystems.
  • Experience with messaging and integration technologies such as IBM MQ, RabbitMQ, or similar middleware and event-driven support models.
  • Advanced knowledge of monitoring and observability tools such as Splunk, Dynatrace, AppDynamics, Prometheus, Grafana, Wireshark, Lansweeper, or comparable platforms.
  • Strong experience leading production incident response, root cause analysis, change coordination, release support, and service restoration activities.
  • Strong understanding of ITIL-aligned service management practices, including incident, problem, change, request, and service level management.

PREFERRED QUALIFICATIONS:
  • Experience leading technical application teams or providing day-to-day oversight of analyst workload, queue management, and operational performance.
  • Experience supporting financial services, transaction-based, or compliance-driven environments with strong attention to auditability, resiliency, and control execution.
  • Experience with application conversions, acquisitions, data migration, mapping validation, and cutover support activities.
  • Experience with cloud-enabled environments, automation, scripting, and CI/CD or deployment support practices.
  • Ability to establish support standards, drive service improvement initiatives, and use metrics to improve mean time to resolve, stability, and support quality.
  • Strong vendor management, stakeholder communication, and cross-functional coordination skills across operations, infrastructure, development, and security teams.
  • Demonstrated ability to develop analysts, assign work effectively, and maintain documentation, support readiness, and knowledge transfer standards.

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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