Escalation Manager

CA, Inc. (NASDAQ: CA), one of the world's leading independent, enterprise management software companies, unifies and simplifies complex information technology (IT) management across the enterprise for greater business results. With our Enterprise IT Management vision, solutions and expertise, we help customers effectively govern, manage and secure IT. Customers can evolve their IT operations from being reactive and focused only on technology to being flexible, adaptable and focused on serving the business. Today, CA, formerly known as Computer Associates, serves the majority of the Fortune 1000 companies, as well as government organizations, educational institutions and thousands of other companies in diverse industries worldwide.We are currently looking for a qualified Escalation Manager to join our Development team at our office in Framingham, MA.As the primary point of contact and coordinator of customer escalations for the CA Governance group, key responsibilities include:* Monitoring escalations to ensure they are receiving timely and appropriate updates within defined SLAs and that the correct CA resources are involved * Analyzing trends and make recommendations for change based upon quantitative and qualitative analysis of escalation data * Facilitating meetings with informal cross-functional teams to develop action plans toward escalation resolution * Working with various CA customer-facing teams to clarify and substantiate escalation requests prior to engaging development or development services * Regularly attend meetings hosted by the corporate escalation team serving as the Governance group * Utilizing STARTRAK to review customer activity for issues that have been escalated. * Raising issue awareness within CA management to ensure escalations get the proper level of attention and that policies, procedures, strategies and decisions made by all organizations support our customer's needs as well as CA's best practices * Providing regular status reports to management * Ensuring all escalations are logged and effectively documented in the Corporate Escalation System (CES) * Using P360 to stay informed of development projects in the Governance space * Tracking and reporting upon development commitments and proactively alert management when they are at-riskMinimum Requirements:* Strong people and project management skills * Capacity to develop strong business relationships * Excellent organization skills and attention to detail * Ability to maintain composure and work in a high-energy environment * Excellent customer service and follow-up skills * Resourcefulness to isolate critical customer requirements and navigate effectively within the organization to obtain resources as required * Excellent oral and written communication skills * Excellent customer service, analytical and problem solving abilities * Basic knowledge of the software industry * Experience using MS Office tools such as Excel to organize and examine business data * Knowledge of CA departments and their functions a definite plus * Experience with extracting data from a database using SQL and/or reporting tools a definite plus * Bachelor's Degree in a related field preferredIt's an exciting time at CA. We offer competitive salary, company sponsored premium Medical/Prescription & Dental Plans, Company-Paid Holidays, Vacation, Personal and Sick Days, 401(k) Plan, Employee Stock Purchase Program, Fitness Center, Education/Training Reimbursement, Charitable Gift Program, Adoption Assistance Program, and Veterinary Care Insurance. To learn more about CA and this opportunity, we welcome you to visit our web site at www.ca.com EOE/AA ~m~ ~CB~ Location:   US-MA-Framingham/Worcester Status:   Full Time, Employee Job Category:   IT/Software Development Career Level:   Manager (Manager/Supervisor of Staff) Reference Code:   7817   Learn more about CA