We are seeking an experienced Escalation Manager with 10+ years of professional experience to lead the management and resolution of critical issues, customer escalations, and high-priority incidents. This role is responsible for coordinating cross-functional teams, driving timely resolutions, maintaining stakeholder communication, and minimizing business impact during escalated situations.

The ideal candidate is a strong communicator and problem solver who can effectively manage competing priorities, navigate complex situations, and provide leadership during high-pressure scenarios. This role requires close collaboration with clients, engineering teams, delivery teams, and business stakeholders to ensure escalations are handled efficiently and professionally.

Responsibilities

• Serve as the primary point of contact for critical incidents, customer escalations, and high-priority operational issues.