Escalation Manager

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