As the Escalation Manager, Weekend Global Coverage, you will serve as the crucial command lead safeguarding customer trust during high-stakes, critical events across AMER, APJ, and EMEA.
Serve as the accountable incident commander for major customer escalations (CIEs/Sev1s) during the weekend US coverage window, establishing clear decision rights, working cadences…
Unify Cross-Functional Teams: Mobilize and align Support, Escalations Engineering, Service Delivery, and Account teams to ensure technical responders have immediate context and unblocked paths…
Lead Executive & Customer Communications: Translate fast-moving, complex technical diagnostic details into precise, highly coherent updates for executive leadership and global enterprise customers…
Drive Global Follow-the-Sun Handovers: Execute complete, high-quality shift handovers across regional teams, eliminating duplicated investigation, protecting customer context…
Proven background leading cross-functional response teams through severe enterprise outages, data access incidents, or business-critical infrastructure events under high-pressure conditions.
Strategic Communication & Command: 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 virtualization) alongside disciplined adherence to incident management frameworks.
High organization skills to manage multiple concurrent workstreams, establish rapid accountability, and meticulously track follow-up commitments to complete resolution.
Experience: Mid-level
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