Escalation Manager

VAXCARE LLC

1d•Remote

About The Position

The Escalation Manager is responsible for end-to-end ownership of technical integration escalations for health system partners. This role operates within the Integration Solutions & Oversight group and reports to the Manager of Technical Partnerships. The Escalation Manager serves as the central coordination point for complex, multi-threaded technical issues that span Integration Engineers, Technical Project Managers, and Health System Project Manager (PM) teams. The role partners closely with Technical Project Managers to manage, prioritize, and drive resolution of integration-related fixes, while coordinating with Health System Project Managers to ensure issues outside the integration team’s direct control receive appropriate visibility and routing. This role is highly execution-oriented and functions as a real-time escalation command center during go-lives, requiring active monitoring of go-live chats, emails, and calls to capture issues, track line items, and drive resolution before, during, and immediately after launch events.

Requirements

3+ years of experience in healthcare integrations, technical delivery, or enterprise platform support
Strong understanding of integration workflows, data exchange, and go-live execution
Working SQL proficiency for technical triage and investigation (not expert‑level)
Proven ability to manage complex, multi-threaded technical escalations
Exceptional organization, communication, and follow-through skills
Comfortable operating in high-pressure, real-time environments (e.g., go-lives, live incidents)
Ability to influence without direct authority across technical and delivery teams

Responsibilities

Serve as the primary owner for all go-live/post–go live technical and integration related escalations
Partner directly with Technical Project Managers to: Track, prioritize, and drive resolution of integration-related issues and defects Ensure clear technical ownership, timelines, and resolution plans Maintain visibility into Integration Engineer progress and deployment readiness
Act as the escalation point for technical risks impacting data integrity, integration behavior, or platform stability after go live
Perform initial triage on reported integration issues prior to Engineering engagement
Use working‑level SQL to: Validate data flow issues Identify missing, delayed, or malformed records Distinguish configuration, data, and integration behavior issues
Clearly document findings to accelerate downstream engineering investigation
Coordinate closely with Health System Project Managers to: Surface non-technical blockers impacting go-live success Ensure issues outside the integration team’s control are routed to the correct owners Drive appropriate escalation and leadership visibility when progress stalls
Bridge communication between Integration Engineers, Technical PMs, and downstream owners to prevent gaps in ownership
Actively monitor go-live chats, email threads, and live calls to: Identify new technical issues in real time Track existing escalation line items through resolution Prevent dropped handoffs or unclear ownership
Maintain a centralized technical escalation tracker with clear status, owners, impact, and next steps
Provide concise, timely escalation updates to stakeholders at the appropriate level
Drive alignment and urgency across Integration Engineers and Technical Project Managers during live escalation scenarios
Facilitate rapid decision-making and unblock stalled technical work
Escalate risks, delays, or systemic concerns to Integration Solutions & Oversight leadership as needed
Support go/no-go decision-making by clearly articulating technical risk and mitigation status
Ensure all technical escalations are fully resolved or transitioned to steady-state ownership
Identify recurring technical failure patterns, integration risks, or process gaps
Partner with leadership to inform process improvements, tooling needs, and documentation updates
Contribute to retrospectives to reduce future technical escalation volume and improve integration reliability
Provide flex support to the Integration Operations team for: Post–go‑live stabilization Long‑tail technical incidents Issues formally handed off by the Integration Operations Technical Project Manager or Team Lead
Flex support most commonly applies to integrations that have transitioned to steady‑state operation, including Generally Available and Ad Hoc integrations