Escalation Manager

Job Summary

A company is looking for an Escalation Manager responsible for overseeing the resolution of critical customer-impacting issues across a cloud platform.

Key Responsibilities

• Lead the operational management of high-severity incidents and customer escalations
• Serve as the central coordination point during critical incidents, ensuring efficient resolution efforts
• Drive continuous improvement of escalation and incident management processes

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field, or equivalent professional experience
• 5+ years of experience in cloud operations, incident management, or technical escalation management
• Proven experience managing high-severity incidents in production cloud or SaaS environments
• Strong understanding of cloud infrastructure and enterprise SaaS operations
• Experience with incident management platforms and observability tools