Mary Jo McCarty
Escalation Manager at Broadcom
- Role
- Escalation Manager at Broadcom
- Location
- Pittsburgh, PA, US
- LinkedIn followers
- 500 followers
About Mary Jo McCarty
I\'m an experienced IT Service Management (ITSM) professional with extensive experience in…
Experience
Escalation Manager
Nov 2023 — Present
Manages complex customer incidents by providing executive updates to external and internal audiences.Enables collaboration across Broadcom resources and brings critical situations to a resolution. Handle situational appraisal, problem analysis, troubleshooting methodologies and have the ability to influence quick resolutions. Provides clear and concise communication that inspires confidence in internal and external stakeholders. Ensures that everyone involved understands the issue, the action plan, and the path to remediation/resolution. Ensures that each participant understands their role in resolving escalations and remains dedicated to the resolution. Sets clear resolution objectives (exit criteria) and timings. Drives the technical root cause analysis process by crafting the correct technical teams and driving the technical remediation plan. Builds relationships across Broadcom to enable effective collaboration to resolve complex situations involving one or many products and services.
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