Escalation Manager

At Capgemini Engineering, the global leader in engineering services, a team of engineers, scientists, and architects collaborates to empower the most innovative companies worldwide. Our digital and software technology experts, from autonomous cars to life-saving robots, provide distinctive R&D and engineering services across diverse industries. Embrace a career filled with opportunities where you can create an impact, encountering a unique experience every day. As a Grade Specific professional, your key responsibilities and tasks will involve managing the lifecycle of escalated incidents. This includes serving as the primary point of contact, conducting incident intake, and performing impact analysis. You will act as a liaison between customers, support teams, and other stakeholders like product and engineering teams. Additionally, you will lead investigations for major incidents, ensuring all stakeholders are kept informed throughout the process. You will be responsible for following the escalation process, from ticket assignment to tracking and communicating the status of escalated cases. Identifying areas for enhancement in the escalation process and implementing changes to boost efficiency will be part of your role. Furthermore, you will delve into the root causes of escalated issues and strive towards permanent solutions. Monitoring customer satisfaction, feedback, and trends will be essential, along with reporting on the performance of the escalation process to uphold optimal internal and customer experiences for escalated incidents. To qualify for this role, you should possess 7+ years of experience in managing customer escalations or working in customer-facing support roles within fast-paced software/technology environments. Effective communication with customers and other stakeholders is crucial. Proficiency in utilizing relevant tools such as ticketing systems like Zendesk and ServiceNow, as well as dashboard tools like Zendesk Explore and Tableau, is required. Capgemini is a renowned global business and technology transformation partner that aids organizations in accelerating their transition to a digital and sustainable world. With a diverse team of over 340,000 members across 50 countries, Capgemini leverages its 55-year heritage to unlock technology's value for clients, addressing a wide range of business needs. The company delivers end-to-end services and solutions, blending strengths from strategy and design to engineering, supported by its leading capabilities in AI, generative AI, cloud, and data. Capgemini's deep industry expertise and partner ecosystem ensure tangible impacts for enterprises and society.,