Escalation Manager Capgemini Engineering

9.0 - 14.0 years

0 Lacs

bengaluru, karnataka, india

On-site

Role : Escalation Manager ( support , Incident , KPI, RCA or root cause) Experience Range: 9-14 Years Location: Bangalore/Gurgaon Availability: Immediate About Role Escalation Manager&aposs primary responsibility is to manage and resolve escalated customer issues, ensuring efficient and effective resolutions. You will work with stakeholders across all levels of the organization, track progress, document and communicate updates to ensure customer satisfaction and improve processes. Key Responsibilities and Tasks: Managing the lifecycle of an escalated incident including, but not limited to, acting as the single point of contact, incident intake, impact analysis. Act as a bridge between customers, support teams, and other stakeholders (product, engineering, etc.). This means you will need to have technical understanding of the issue and also have the ability to effectively communicate it to non-technical stakeholders. Ability to lead investigations for major incidents keeping all the stakeholders updated as necessary. You will build strong working relationships with these key stakeholders across various technical and non-technical teams to ensure efficient collaboration and driving down resolution times. Leading, driving and managing incident review meetings focused on critical / major escalations with senior leadership. You will follow the escalation process, including ticket assignment, tracking, and communicating the status of escalated cases while identifying areas for improvement in the escalation process and implementing changes to enhance efficiency. Investigate the underlying causes of escalated issues and work towards permanent solutions. Monitor customer satisfaction, feedback, and trends, and report on the performance of the escalation process to ensure support continues to provide the best internal and customer experience possible for escalated incidents. Provide training and support to team members on tools used, escalation procedures and processes. Skills and Qualifications: 7+ years of experience handling customer escalations or working in a customer-facing support role in fast paced software/technology environments. Ability to communicate effectively with customers and other stakeholders (both technical and non-technical) and be able to cultivate strong working relationships cross-functionally to drive effective teamwork and communication. Experience working with relevant tooling including ticketing systems such as Zendesk and ServiceNow, and dashboard tools such as Zendesk Explore and Tableau. Ability to identify root causes, analyse issues, and develop solutions. Ability to manage multiple tasks and prioritize work effectively. Be able to technically understand products and services supported Email : [HIDDEN TEXT] Show more Show less

Posted 4 days ago

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Escalation Manager Capgemini Engineering

7.0 - 11.0 years

0 Lacs

karnataka

On-site

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.,

Posted 5 days ago

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