Description

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer's and partner's needs and solve their challenges.

Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

You'll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about-locally and globally.

Come make an impact every day at Zebra.

What We're Looking For:
As our new Escalation Specialist, you will be empowered to command the resolution of our most critical customer incidents. You'll join a global team dedicated to ensuring stability and satisfaction for Zebra's key accounts by orchestrating a world-class response to major outages. This role is crucial for minimizing business impact and protecting the customer relationship, making you a vital link between our technology teams and the customers who rely on us.

• Extensive experience supporting SaaS, hardware, and software environments to drive the resolution of complex escalations that fall outside standard SLAs. Focuses on the rapid restoration of services to minimize operational impact on the customer.
• Manages incidents that are "critical" in nature (e.g., Priority 1 or Major Incidents), characterized by immediate, widespread, and significant direct impact on a customer's business operations.
• Acts as the primary incident commander. Rather than directly troubleshooting technical cases, project-manages the resolution by orchestrating collaboration across engineering, technical support, IT, and partner services. Drives executive-level communication internally and externally, leveraging strong influencing skills to navigate roadblocks.
• Owns end-to-end incident communications, providing regular, high-quality status reporting to senior management, stakeholders, and customers until the issue is fully resolved.
• Strategically routes and delegates action items to cross-functional teams (e.g., customer and partner services, core technical support, repair operations, or supply chain) with clear instructions and required next steps to drive resolution.
• Analyzes incident data to identify recurring trends. Translates these insights into actionable recommendations for continuous improvement across services, training, and business processes.
• Proactively collaborates with management to identify aging or escalating incidents. Addresses systemic issues to prevent future recurrences within the customer install base and safeguard the customer relationship.
• Applies deep ITIL expertise and frameworks (specifically around Incident, Major Incident, and Problem Management) to guide the incident lifecycle and ensure standardized, efficient response protocols.
• Participates in an after-hours on-call rotation to ensure continuous coverage and rapid response for critical global incidents outside of standard business hours.

Qualifications

Minimum:

• 3-5 years of experience in a dedicated Major Incident Management role.
• Demonstrated experience supporting complex SaaS, hardware, and software environments.
• Advanced proficiency in written and spoken English, plus the local language.
• Strong skills in translating technical content for non-technical audiences.

Preferred:

• ITIL v4 Certification.
• Project management certification such as PMBOK or a similar equivalent.
• Master's degree.
• Experience delivering presentations to Director-level audiences.

Benefits:

We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success.

Job Posting Statement:

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.

AI Technology Statement:

Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy.