Position Summary The Capacity Escalations PM manages high-priority capacity escalations from intake through resolution. This role coordinates across Field, Datacenter, Engineering/FIT, and business teams; maintains accurate escalation data; supports budget and scrum cadences; and improves operational efficiency through reporting, process improvements, automation, and responsible use of AI tools. The role also delivers performance reporting that gives leaders clear visibility into escalation health, risks, and next actions.
Key Responsibilities
- Manage intake, triage, tracking, and resolution of capacity escalation requests.
- Maintain UAT data hygiene and ensure escalation records are complete, accurate, and current.
- Lead and facilitate regional capacity escalation scrum meetings and coordinate follow-up actions.
- Track budget approvals, allocations, and related reporting.
- Partner with Datacenter Leads, FIT, Engineering, and Field teams to unblock customer requests.
- Drive timely triage, follow-up, and closure of escalation actions.
- Own performance reporting on volume, aging, blockers, trends, and outcomes.
- Drive stakeholder adherence to escalation processes and reinforce operational standards.
- Identify process gaps and recommend tooling, automation, and AI-enabled improvements.
- Use AI tools to summarize inputs, draft updates, improve reporting, and streamline follow-up.
- Support onboarding, training, documentation, and stakeholder enablement.
Success Measures
- Accurate escalation data with minimal rework.
- Timely triage and resolution of customer-impacting requests.
- Greater use of standardized tools, dashboards, automation, and AI workflows.
- Consistent stakeholder adoption of escalation processes.
- Clear leadership visibility through reliable reporting and actionable insights. Required Skills & Experience
- Project or Program Management experience in a cross-functional environment.
- Strong stakeholder management and communication skills.
- Experience leading operational reviews, scrum meetings, and action tracking.
- Ability to analyze data, report performance, identify trends, and improve processes.
- Experience with workflow tools, issue tracking, dashboards, reporting platforms, and AI tools.
- Strong organization and ability to manage multiple priorities. Preferred Qualifications
- Experience with Azure, cloud infrastructure, capacity planning, service delivery, or technical operations.
- Knowledge of escalation management, incident management, or customer-facing operations.
- Experience with automation, AI productivity, reporting, dashboards, and process optimization.
Why Affirma?
- One of Ireland's Top 12 Tech Companies to Watch (According to The Irish Times)
- Casual environment, surrounded by incredibly intelligent and motivated co-workers, and a performance-driven culture
- Flexible Schedule
- Opportunity for growth
- Great location, great people, exciting projects, and tons of fun
- Opportunity to work Remote in Ireland
Affirma is an award-winning consultancy specializing in Mobile, Cloud, Business Intelligence, SharePoint, Technology Infrastructure, Custom Development, Visual Design, and Staffing Services. We focus on delivering true, measurable business value to our clients. We have top industry customer satisfaction and are dedicated to delivering dependable and reliable solutions that exceed client expectations. Affirma's motto is quality solutions on budget, on time, every time. Affirma is an Equal Opportunity Employer and does not make employment decisions or otherwise discriminates based on race, creed, colour, national origin, sex, military status, sexual orientation, or the presence of any sensory, mental, or physical disability, genetic information, or any other category protected by law.
