Job Description
We are seeking an experienced Escalation Manager with 10+ years of professional experience to lead the management and resolution of critical issues, customer escalations, and high-priority incidents. This role is responsible for coordinating cross-functional teams, driving timely resolutions, maintaining stakeholder communication, and minimizing business impact during escalated situations.
The ideal candidate is a strong communicator and problem solver who can effectively manage competing priorities, navigate complex situations, and provide leadership during high-pressure scenarios. This role requires close collaboration with clients, engineering teams, delivery teams, and business stakeholders to ensure escalations are handled efficiently and professionally.
Responsibilities
Serve as the primary point of contact for critical incidents, customer escalations, and high-priority operational issues.