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
