We are hiring on behalf of our client – a global technology leader specializing in internet infrastructure, cloud security, and content delivery solutions. Their services support some of the world's largest companies in ensuring fast, reliable, and secure digital experiences for billions of users.

As an Escalation Manager, you will join a high-performing international team responsible for handling critical incidents and escalations that directly impact service availability and customer satisfaction. This role requires strong coordination, communication, and problem-solving skills, as well as the ability to work under pressure and drive resolution across multiple teams.

Key Responsibilities:

• Monitor Tier 2 case queues and ensure escalated cases are addressed within SLA and in line with customer expectations.
• Act as the escalation point for Support Engineers, internal departments, and customers for complex technical issues.
• Manage all service incidents occurring during your shift, and provide additional coverage or support when required.
• Lead troubleshooting efforts and coordinate with other internal functions as necessary.
• Drive consistent internal and external communication throughout the incident lifecycle.
• Facilitate the RCA (Root Cause Analysis) process, including creation, review, approval, and distribution.
• Produce monthly and quarterly incident metrics and identify trends, risks, and opportunities for improvement.
• Maintain and improve incident management processes and infrastructure.

Requirements:

• Proven experience in escalation management, incident response, or technical support in a fast-paced environment.
• Strong understanding of SLA-based service delivery and customer success best practices.
• Excellent communication and coordination skills, especially under pressure.
• Analytical mindset with a proactive approach to identifying and solving problems.
• Ability to work effectively across technical and non-technical teams.

What We Offer:

• Opportunity to work with a globally recognized tech company at the forefront of digital performance and security.
• Involvement in high-impact projects with global reach.
• Collaborative and supportive work environment in a multicultural team.
• Competitive compensation and stable contract conditions.

Grow your career in a collaborative, high-impact environment. Apply now to work with top-tier engineers and global brands.