Senior Escalation & Incident Manager

Responsibilities:

• Own the escalation lifecycle, ensuring cases are triaged accurately.
• Maintain hands-on involvement in critical escalations, providing guidance.
• Coordinate and train cross-functional teams to resolve escalations quickly.

Qualifications:

• 6+ years of experience in escalation & incident management.
• Proven experience leading high-severity incident response.
• Strong understanding of Cloud platforms.

First 90 Days:

• Shadow live escalations to understand current workflows.
• Identify gaps in case prioritization and handoff quality.
• Review past high-severity escalation cases.

First 6 Months & Beyond:

• Own the full escalation lifecycle with confidence.
• Reduce re-escalation rates through improved triage.
• Ship a revised escalation and incident management framework.