James Rafferty

I’m an Escalation Manager and Technical Support Leader with approximately 12 years of experience in enterprise SaaS, technical support, customer support operations, and major incident management. I specialize in leading high severity customer escalations, coordinating cross functional response teams, communicating with executives, improving SLA and MTTR performance, and turning recurring support problems into better processes. Two achievements I’m particularly proud of are improving escalation response and reducing backlog through stronger escalation processes, SLA governance, and cross functional coordination, and reducing recurring escalation volume by using root cause analysis, trend identification, and process improvement to address problems at their source. For my next role, I’m looking for a fully remote leadership position where I can continue working in Technical Support, Escalation Management, Incident Management, or Support Operations. I’m especially interested in Senior Manager, Escalation Manager, Technical Support Manager, or similar roles where I can lead teams, improve operational performance, manage critical customer situations, and help build a stronger overall support organization.