Escalation Manager

📋 Description

• Command Critical Escalations: Serve as the accountable incident commander for major customer
• Unify Cross-Functional Teams: Mobilize and align Support, Escalations Engineering, Service
• Lead Executive & Customer Communications: Translate fast-moving, complex technical diagnostic
• Drive Global Follow-the-Sun Handovers: Execute complete, high-quality shift handovers across
• Prevent Recurrent Risk: Track service restoration through to post-incident review, capturing

🎯 Requirements

• Proven background leading cross-functional response teams through severe enterprise outages, data
• Superior ability to lead war rooms and synthesize complex enterprise technical issues into clear
• Functional understanding of enterprise infrastructure (such as storage, cloud platforms, or
• High organization skills to manage multiple concurrent workstreams, establish rapid accountability
• Ability to work a fixed Thursday–Monday operational shift structure. Primarily an in-office

🎁 Benefits

• Innovation: We celebrate those who think critically, like a challenge, and aspire to be
• Growth: We give you the space and support to grow along with us and to contribute to something
• Team: We build each other up and set aside ego for the greater good.
• Flexible time off, wellness resources, and company-sponsored team events.