Key Responsibilities:

Join a global team of Incident and Escalation Managers, orchestrating efforts, resources, investigations, reports, and communications throughout the incident lifecycle.
Serve as the primary point of contact for internal and external stakeholders during incidents and escalations.
Collaborate with customer teams, field teams, senior management, cloud operations, customer success managers, support teams, and engineering to resolve escalations efficiently.
Manage escalation resolution, including recovery, event timeline analysis, root cause identification, and the creation and communication of Root Cause Analysis (RCA) reports.
Derive and implement lessons learned to drive continuous improvement.

Scope and Responsibilities:

Own end-to-end management of customer escalations and incidents, including leading incident bridges and driving resolution across teams.
Act as the central point of ownership for critical customer issues, ensuring alignment and coordination across Cloud Delivery support teams, R&D, and other stakeholders.
Assess and communicate customer impact, urgency, and business risk, driving appropriate prioritization and escalation handling.
Lead incident and escalation calls, ensuring structured execution, clear ownership, and continuous progress toward resolution.
Drive resolution of stalled, aging, or cross-team dependent cases, removing blockers and accelerating delivery.
Ensure consistent, clear, and timely communication with customers, CSMs, account teams, and management.
Own the RCA lifecycle, including investigation, drafting, and delivery of customer-facing RCAs within defined SLAs.
Drive post-incident activities, including lessons learned, corrective and preventive actions, and follow-up to closure.
Lead regional daily escalation sync calls and ensure alignment on ongoing risks, incidents, and escalations.
Track and monitor production issues, escalation trends, and backlog health, providing reporting and insights to improve service quality and operational efficiency.

Requirements:

BS/BA degree or equivalent technical experience; MBA preferred.
Minimum of 3 years of experience with SaaS-based solutions.
At least 3 years in customer-facing roles such as project manager, customer success, or technical account management.
Strong technical acumen, including networking and network security.
Ability to excel under pressure and meet tight deadlines.
Capable of working independently with minimal supervision.
Flexibility to work varying hours based on customer and business needs. Availability for on-call shifts.
Proven experience in matrix and cross-functional environments.
Experience in a global company is an advantage.

Language and Communication Skills:

Excellent written and spoken communication skills.
Fluent in English, both written and spoken.
Strong presentation skills, comfortable presenting to diverse audiences, including C-level executives.
Good listening skills and comprehension.
Ability to build relationships across geographies, cultures, and organizations.
Fast learner

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Incident and Escalation Manager - Cloud Services