Escalation Manager

The Role

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. Operating within our global follow-the-sun coverage model, you are the decisive voice when a Sev1 or critical customer event occurs, rapidly uniting engineering, support, and executive leadership to stabilize complex enterprise scenarios. This high-impact role sets the standard for weekend operational excellence, turning chaotic technical crises into clear, swift paths to resolution and ensuring seamless cross-regional transitions.

What You'll Do

• Command Critical Escalations: Serve as the accountable incident commander for major customer escalations (CIEs/Sev1s) during the weekend US coverage window, establishing clear decision rights, working cadences, and swift mitigation strategies.
• 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 to restore customer environments.
• Lead Executive Customer Communications: Translate fast-moving, complex technical diagnostic details into precise, highly coherent updates for executive leadership and global enterprise customers, keeping stakeholders continuously aligned.
• Drive Global Follow-the-Sun Handovers: Execute complete, high-quality shift handovers across regional teams, eliminating duplicated investigation, protecting customer context, and ensuring zero loss of momentum across time zones.
• Prevent Recurrent Risk: Track service restoration through to post-incident review, capturing actionable root-cause insights and partnering with functional owners to eliminate systemic operational or product risks.

What You Bring

• Incident Leadership Mastery: 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, impactful executive briefings and step-by-step customer action plans.
• Enterprise Tech Process Savvy: Functional understanding of enterprise infrastructure (such as storage, cloud platforms, or virtualization) alongside disciplined adherence to incident management frameworks.
• Operational Drive Ownership: High organization skills to manage multiple concurrent workstreams, establish rapid accountability, and meticulously track follow-up commitments to complete resolution.
• Location Shift Availability: Ability to work a fixed Thursday-Monday operational shift structure. We are primarily an in-office environment and therefore, you will be expected to work from the Bangalore office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.