Escalation Manager

• As an Escalation Manager, you will manage and drive customer support and services engineering teams delivering Care Software Services.
• You will be responsible for team capability, resource planning, and people development, while ensuring effective delivery of services such as case handling, emergency support, and software upgrades.
• You will drive service performance at the customer and market levels, focusing on high quality, speed, and efficiency.
• In this role, you will provide escalation support when needed, enable continuous professional growth across the team, and contribute to organizational strategy through strong quality, cost, and delivery management.

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

• Own the end-to-end lifecycle and governance of cases under the escalation process.
• Act as the primary escalation contact, coordinating across Market Services, Domain Care, Product, and Engineering, and other technical teams.
• Lead and represent Service and Care in complex, high-impact escalations, task forces, and market-level Top Issue forums.
• Monitor major Escalation workload, Key Performance Indicators, prioritize cases appropriately, and adapt resources to meet demand.
• Drive technical resolution by engaging relevant global teams such as Market Services, Service and Care Delivery, and Research and Development, ensuring timely closure and Corrective and Preventive Action completion.
• Provide clear, frequent communication on escalation status, risks, and progress to customers, management, and key stakeholders.
• Capture lessons learned, recommend best practices, and support continuous improvement across products, processes, and services.

Qualifications

You-Have:

• Bachelors degree or equivalent with 10+ years of experience in escalation handling and critical Care Management.
• Experience across one or more areas such as core application products, cloud infrastructure, Internet Protocol networking, customer management, and data analysis using spreadsheet tools.
• Ability to clearly articulate the business impact of escalations to senior leadership.
• Close attention to detail and the ability to collaborate effectively in multi-domain, multicultural environments.
• Proven problem-solving skills with a strong sense of urgency and experience leading global teams during crisis situations.
• Strong verbal, written, and presentation skills, with demonstrated technical leadership and people management capabilities.

Nice-to Have

• Self-directed and independent, with the ability to operate effectively with minimal supervision.
• Excellent interpersonal, organizational, and customer service skills, enabling effective communication with both technical and non-technical stakeholders.