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Job description


Critical Escalation and RCA Support Manager (24594)

  • Location City:
  • Country:
  • Contract Type:
  • Employee Type:
    Full Time
  • IWG




About the company

IWG is the global operator of leading workspace providers. Our companies help more than 2.5 million people and their businesses to work more productively. We do so by providing a choice of professional, inspiring and collaborative workspaces, communities and services.

Digitalization and new technologies are transforming the world of work. People want the personal productivity benefits of living and working how and where they want. Businesses want the financial and strategic benefits. Our customers are start-ups, small and medium-sized enterprises, and large multinationals. With unique business goals, people and aspirations. They want workspaces and communities to match their needs. They want choice.

Through our companies we provide that choice, and serve the whole world of work: Regus, Spaces, No18, HQ and Signature. We create personal, financial and strategic value for businesses of every size. From some of the most exciting companies and well-known organizations on the planet, to individuals and the next generation of industry leaders. All of them harness the power of flexible working to increase their productivity, efficiency, agility and market proximity.

Join us at www.iwgplc.com.




  • The Critical Escalation & RCA support manager is responsible for end-to-end management of all IT Major Incidents and the RCA process.
  • You will leverage technology to issue all communications and providing key stakeholder management.
  • Lead, drive, facilitate and chair all investigation activities, meetings and conference calls.
  • Form collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed.
  • Matrix management of people, processes and resources including third parties to move forward to resolution.
  • Accountable for resolving the outage via workaround or permanent fix.
  • Ensuring all administration and reports are maintained and up-to-date.
  • Supporting and nurturing process improvements and knowledge base improvements.
  • Continually maintaining and developing tools and resources to manage major incidents effectively.
  • Provide periodic major incident metrics reports.
  • Provide L1/L2 support and escalation point for our call centres.



  • Experience in major incident & RCA management.
  • Ability to handle and perform in stressful situations.
  • Skilled in driving the resolution of complex problems with information technology software and hardware.
  • Degree in computer sciences or equivalent and/or relevant voice certifications is a must
  • You have a good understanding of cloud computing technologies, business drivers, emerging technologies & trends and the impact they have.
  • Excellent analytical, communication, negotiation, influencing skills that allow you to communicate effectively to stake holders at all levels including Executive Directors
  • Extensive experience in MS systems
  • Solid understanding of information processing fundamentals and best practices
  • Experience in people management and supporting the development of others
  • Strong organisational and problem-solving skills
  • Dynamic, clear and flexible out of the box thinker
  • Fluency in English





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Polanco, Mexico
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