Escalation Management Manager Jobs

Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk. The Global Customer Support Team At Okta, our Global Customer Support (GCS) team is on a mission to empower customers through proactive, guided, and deeply personalized experiences. Embedded within the Customer First ecosystem, GCS drives success across four specialized functions: Support Delivery, Escalations Management, Red Account Recovery, and Supportability. Behind the scenes, the GCS Program Management Office (PMO) fuels our progress—spearheading strategic programs that sharpen our operational rigor and raise the bar for customer care. The Program Analyst Opportunity Reporting to the Senior Manager of Program Management & Planning, this role will support the Global Customer Support program management team by assisting with administrative tasks, data collection, and communication for programs designed to help the Support team scale and improve the efficiency and efficacy of the Support org. This is an entry-level role focused on learning foundational program management skills, understanding team processes, and coordinating with stakeholders under direct supervision. What you’ll be doing Support strategic projects for Customer Support and partner support leadership by assisting with data collection, data analysis, and documentation for deliverables such as partner analysis, business process mapping, and partner governance reporting, under the guidance of senior program managers. Coordinate with cross-funct

Job Title Remote Service Engineer Job Description Serve as the frontline remote technical expert, delivering rapid diagnostics and issue resolution for healthcare customers and field teams while minimizing onsite service through advanced troubleshooting and escalation management. Your role: Provide remote technical support and diagnostics to healthcare customers and field partners using advanced remote access technologies. Respond to customer inquiries as a Philips representative, delivering timely and accurate troubleshooting support. Resolve service issues by leveraging internal tools, systems, and knowledge resources. Escalate complex product issues to higher-level support for further evaluation and resolution. Utilize remote capabilities to efficiently resolve issues and reduce the need for onsite service dispatch. You're the right fit if: You’ve acquired 5+ years of remote software system experience along with a solid background in structured query language (SQL) and Windows server environments. Your skills include computer networking, technical solutions authoring, and the ability to solve mechanical and electrical issues. You have an associates degree or higher, technical discipline preferred. You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Field Service position. You’re a team player who is versatile and keen to work with a variety of Philips products. How we work together We believe that we are better together than apart. For

Senior Field Technical Support Consultant Description - The Senior Field Technical Support Consultant is responsible for driving technical escalation management, service quality improvement, partner enablement, operational governance, and customer satisfaction across HP India operations. The role serves as a key technical advisor and escalation leader, collaborating with Field Operations, ATS, Care Center, Supply Chain, Quality, Engineering, and business stakeholders to resolve complex customer issues, improve service delivery performance, and drive continuous operational improvement. Key Responsibilities Service Quality & Operational Excellence Monitor and improve key service metrics including RR30, PPSNC, AIR, AFR, CE Scorecard, and repair quality indicators. Identify operational improvement opportunities through data analysis and trend reviews. Develop and implement corrective action plans to improve overall service performance. Support cost reduction, waste elimination, and serviceability improvement initiatives. Partner Enablement & Capability Development Design and conduct technical, process, and quality training programs for HP partners and subcontractors. Lead Train-the-Trainer (TTT) initiatives, field coaching, audits, and ride-along programs. Develop SOPs, knowledge articles, troubleshooting guides, checklists, and customer education materials. Drive partner readiness for new products, diagnostics, and service processes. Customer Experience & Governance Work closely with strategic customers and account teams to resolve business-critical issues. Improve customer experience through proactive communication, technical advisories, and escalation management. Ensure warranty compliance, service policy adherenc

ROLE SUMMARY Medical Information Customer Experience Specialist (MICES) provides technical and medical information to Healthcare Professionals and patients/caregivers with high a degree of quality and customer service in the local language. The MICES may also assist with secondline content management activities. MAIN RESPONSIBILITIES / DUTIES • Medical Information Customer Experience Request Management. • Research and respond to inquiries received via multiple channels including (but not limited to) phone, email, webform, live chat or postal mail, within the required timelines and standards. • Document the inquiry and response accurately and completely according to relevant Standard Operating Procedure (SOP)/ Work Instruction (WI), and regulatory guidelines. • Identify and report adverse events and product quality complaints within required timelines. • Provide response in customer’s local language using approved resources in English. • May support a therapeutic area team with secondline activities including (but not limited to) escalation management and content creation General Responsibilities • Ensure continuity and quality of service for customers across all countries of cover by supporting Medical Information IDM Customer Experience Country/Cluster Lead and relevant MI colleagues. • Identify continuous improvement (CI) opportunities to improve processes and take an active role in implementation of process improvement. • May be required to represent MI in required Pfizer Country Office (PCO) activities and communicate with and raise awareness of MI to PCO and Business Units (BUs) which may include (but not limited to) the creation of reports, attendance at relevant meetings and training of PCO colleagues. • May support the Country Relationship Management for a specific market(s) • Act as a point of contact for other MI staff, ensu

About Us “Capco, a Wipro company, is a global technology and management consulting firm. Awarded with Consultancy of the year in the British Bank Award and has been ranked Top 100 Best Companies for Women in India 2022 by Avtar & Seramount . With our presence across 32 cities across globe, we support 100+ clients across banking, financial and Energy sectors. We are recognized for our deep transformation execution and delivery. WHY JOIN CAPCO? You will work on engaging projects with the largest international and local banks, insurance companies, payment service providers and other key players in the industry. The projects that will transform the financial services industry. MAKE AN IMPACT Innovative thinking, delivery excellence and thought leadership to help our clients transform their business. Together with our clients and industry partners, we deliver disruptive work that is changing energy and financial services. #BEYOURSELFATWORK Capco has a tolerant, open culture that values diversity, inclusivity, and creativity. CAREER ADVANCEMENT With no forced hierarchy at Capco, everyone has the opportunity to grow as we grow, taking their career into their own hands. DIVERSITY & INCLUSION We believe that diversity of people and perspective gives us a competitive advantage. MAKE AN IMPACT Role Description Key Responsibilities Drive complex enterprise data transformation initiatives involving data analytics, reference data, data quality, regulatory data, reconciliation, and large-scale data transformation and migration programs. Act as a senior client-facing leader, engaging with global stakeholders across business, operations, technology, data governance, and executive leadership. Provide delivery leadership across interconnected workstreams including business analysis, migration, testing, process transformation, and coexistence/cutover planning. Establish strong program governance, execution discipline, escalation management, and cross-stream coo

Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk. About the Role Okta is seeking a Senior Provisioning Analyst to drive end-to-end execution, governance, and Tier 2 escalation management across complex customer provisioning. In this high-impact individual contributor role, you will champion operational integrity across multi-org customer environments, resolve critical provisioning bottlenecks, lead comprehensive reconciliation reporting, partner cross-functionally across global teams, and mentor team members to establish world-class operational excellence. Position Overview & Impact As a Senior Contributor within our Provisioning team, you will operate with high autonomy and serve as a Tier 2 Subject Matter Expert. You will take ownership of Tier 1 and Tier 2 incident resolutions, technical escalations, and multi-tenant systems management across a global scope. In this role, you will collaborate daily on strategic and operational initiatives alongside Support, Sales Engineering, Customer Success (CSM), Renewals, and Product Engineering. Your work will directly align with organizational Vision, Methods, and Targets (VMTs) to drive customer retention and enterprise scalability. Key Responsibilities Enterprise Deal & Org Provisioning: Lead end-to-end execution of complex Tier 2 customer provisioning cases, managing manual provisioning and deprovisioning alongside strategic high-value customer deprovisioning, validating contract structures, Salesforce opportunity associations, and multi-tenant o

We are looking to speak to candidates who are based in Bengaluru for our hybrid working model. Responsibilities Successfully co-ordinate with a global team of Cloud Operations Engineers who are tasked with ensuring our uptime guarantees to our Atlas customer base Help scale the worldwide Cloud Operations Engineering team with the strategic implementation of new processes and tools Assist in scoping, designing and deploying systems that reduce Mean Time to Resolve for customer incidents Monitor and detect emerging customer-facing incidents on the Atlas platform; assist in their proactive resolution Automate routine monitoring and troubleshooting tasks Diagnose live incidents, differentiate between platform issues versus usage issues, and take the next steps toward resolution Cooperate with our product management and cloud engineering organizations by identifying areas for improvement in the management applications powering the Atlas infrastructure Inform executive leadership and escalation management personnel of major outages Coordinate and participate in a weekly on-call rotation, where you will handle short term customer incidents (from direct surveillance or through alerts via our Technical Services Engineers) Requirements Experience with being an on call DevOps, SRE, or Cloud Operations engineer (at least 8 years) Expertise with Linux system administration, configuration, troubleshooting Experience in monitoring, system performance data collection and analysis, and reporting Expertise with networking technologies like DNS, TCP/IP, etc Knowledge of database operations and concepts. Familiarity with Amazon Web Services and other Cloud infrastructure platforms (e.g. GCP, Azure) We need intermediate proficiency in scripting or coding A CS/CE degree or equivalent experience At least 1 of the following programming languages: Java, Go, Python, Javascript A keen interest in learning new things Special requirements Willingness to work in 1st Shift (7:30 am IST to 3:30 pm

POSITION SUMMARY The Associate Area Medical Director (Associate AMD) is a physician contributor operating within a defined regional geography under the guidance of an Area Medical Director or Medical Affairs leadership. This role is designed for a clinically credentialed oncologist who is building field medical affairs expertise and developing the cross-functional, commercial, and scientific capabilities required for full AMD-level autonomy. The Associate AMD executes field engagement activities, supports MSL partnership, and delivers scientific education within established frameworks and account priorities. The role contributes to insight generation and escalation management, but does not yet carry independent ownership of area strategy or cross-functional leadership. This is a 50% field-based role requiring strong clinical foundations, a bias for action, and the capacity to develop rapidly in a high-autonomy environment. PRIMARY RESPONSIBILITIES MD-Level Field Engagement ● Execute 8–12 MD-level engagements per quarter within defined geography, with at least 50% in pre-identified top strategic community accounts. ● Maintain at least 3 field ride days per month alongside MSL counterparts, targeting accounts designated by area leadership. ● Establish contact with medical leads in assigned top accounts; engage 100% of flagged accounts within 10 business days of assignment. Share responsibility for implementation and execution of “platinum-glove” provider engagement activities with area AMD lead. Scientific Communication and Education ● Attend, support, or present at regional educational programs as directed; develop toward independent program leadership over time. ● Complete annual recurrent speaker training; maintain working proficiency across assigned tumor histologies and the MRD diagnostic landscape. ● Document scientific exchange summaries and objection-handling themes in Salesforce following each engagement. &nbs

• coordinating integrated design planning across master plan, architecture, structural, MEP and allied streams to meet the project schedule;. • aligning COEs, consultants, PMC and GC for timely issuance of IFC/GFC drawings and design deliverables;. • driving digital drawing coordination, version control, exception reporting and escalation management;. • protecting product brief, approvals readiness and execution continuity through disciplined design governance. Source: Adani Group | Job ID: 54485

Our vision is to transform how the world uses information to enrich life for all . Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever. The Principal SSD Applications Engineer is Micron's customer-facing SSD technical leader, driving complex issue resolution, technical enablement, and the successful qualification, deployment, production ramp, sustaining support, and adoption of SSD products and solutions. Responsibilities Lead complex customer issue investigations, including issue replication, Level 1 debugging, root cause analysis, and failure analysis, and manage issues from escalation through resolution using Jira or an equivalent issue-tracking system. Drive customer issue prioritization, turnaround-time tracking, technical reviews, and escalation management while coordinating engineering, validation, quality, product management, field organizations, and ecosystem partners. Support customer qualification, platform integration, deployment, production ramp, sustaining activities, Level 1 performance testing, workload characterization, performance analysis, interoperability testing, validation, and technical troubleshooting for assigned SSD products and solutions. Communicate product capabilities, limitations, technical requirements, qualification criteria, deployment considerations, and technical findings through clear, accurate, actionable, and custom

Fanatics Commerce is the global leader in licensed sports merchandise, operating a vertically integrated platform that designs, manufactures, and delivers officially licensed apparel, jerseys, headwear, and collectibles for major leagues, teams, and events worldwide. With more than 900 e-commerce sites and a global omnichannel presence across digital, in-venue, and retail, Fanatics Commerce reaches fans in over 180 countries and powers official fan experiences for many of the world's most iconic sports properties. At Fanatics, we bring our BOLD Leadership Principles to life every day - building championship teams, obsessing over fans, acting with entrepreneurial speed, and delivering with a determined and relentless mindset. ROLE OVERVIEW Fanatics Commerce is seeking an experienced and results-driven AR Collections Supervisor to provide operational leadership across the Accounts Receivable Collections organization within the Invoice-to-Cash (ITC) function, overseeing a team of AR Collections Analysts and offshore/shared services associates responsible for assigned customer portfolios. This role is accountable for collection performance, aging and portfolio risk, escalation management, and consistent adherence to established processes, partnering closely with Sales, Finance, Customer Service, and Operations to resolve escalated account issues and mitigate financial risk. The AR Collections Supervisor delivers business and fan impact through BOLD leadership and execution excellence, leveraging data, automation, and AI-enabled insights. HOW WILL YOU DRIVE IMPACT Success is measured by the ability to deliver results through BOLD capabilities and measurable outcomes. Team & Leadership Impact (Build Championship Teams) Cross-Functional Leadership: • Partner with Sales, Customer Service, Billing, Deductions, Finance, and Operations to remove barriers to collection and ensure timely resolution of customer issues, driving alignment across the Invoice-to-Cash function. •

About Hexnode Hexnode, the Enterprise software division of Mitsogo Inc., was founded with a mission to simplify the way people work. Operating in over 100 countries, Hexnode UEM empowers organizations in diverse sectors. Fueling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape. Role Overview We are seeking a AWS Operations Specialist to manage and maintain our cloud infrastructure and device ecosystems. This is a highly operational, execution-focused role—not an architecture position. The ideal candidate has 2 to 4 years of experience executing infrastructure as code, monitoring environments, and following documented playbooks to keep our systems secure and resilient. Because this role handles secure environments, candidates must be US Citizens and capable of passing a comprehensive federal background check. Key Responsibilities Infrastructure Execution: Run, maintain, and execute existing Terraform and Ansible scripts to deploy and update infrastructure. GovCloud Monitoring: Actively monitor our AWS GovCloud dashboards, keeping a close eye on system health, performance metrics, and security baselines. Mobile Device Management: Manage Android Enterprise kiosk configurations, ensuring secure deployments and smooth device operations. Incident Response & Triage: Respond swiftly to operational alerts by strictly following our documented team playbooks. Escalation: Identify anomalies or issues that fall outside established, documented procedures and escalate them accurately to the engineering team. Required Qualifications & Profile Citizenship: Must be a US Citizen (required for GovCloud infrastructure management). Background: Must be able to successfully clear a rigorous federal background investigation. Experience: 2 to 4 years of hands-on experience in a technical operations, DevOps, or SysAdmin role. Technical Familiarity: Comfort executing/running Terraform and

Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io. At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career. As a Technical Support Engineer on our Tier 3 team , you'll work with some of the most advanced companies leveraging cutting-edge AI-driven systems to enhance business performance. Your role involves deep technical investigation, resolution of complex issues escalated by the Support team, and acting as the main technical liaison with R&D. You'll play a critical role in identifying recurring issues and driving continuous improvement initiatives in collaboration with R&D and Product Management through leveraging customer feedback and data across the Support team. You’ll Own: Subject Matter Expertise: Serving as a dedicated subject matter expert (SME) for a specific product area and owning it end-to-end. Escalation Management: Partnering with Tier 2 Support and Customer Success teams to prioritize escalations, communicate updates, and drive end-t

We are a Canadian leader in digital automotive solutions. Our flagship brands — AutoTrader.ca , AutoSync , Dealertrack Canada and CMS — help Canadians buy, sell, and finance vehicles with confidence. AutoTrader.ca is Canada’s largest automotive marketplace, with over 25 million monthly visits . As part of AutoScout24 group , Europe’s largest online car marketplace, we’re shaping the future of automotive retail in Canada and beyond. Join us on our journey as we bring together the best of Europe and North America to shape the future of automotive retail. Role Description Team leadership: Support, coach, train, existing new team members; oversee collection activities and ensure individual/team objectives are achieved. Collections management: Support the overall collection efforts to minimize financial losses, including determining when accounts should be referred to external collection agencies and evaluating agency performance. Strategic accounts: Personally manage a portfolio of high value/strategic accounts, driving collections while maintaining strong customer relationships. Cash forecasting: contribute to cash collection forecasts and projections, tracking expected receipts and identifying risks. Cross-functional collaboration: Partner closely with Finance, Billing, Sales Operations, and Cash Posting teams to improve billing accuracy, order entry, cash application, and service delivery. Dispute and escalation management: Resolve complex or ongoing customer complaints related to billing and services by coordinating with the appropriate internal teams. Process improvement: Develop and implement policies and processes that improve collections effectiveness and upstream/downstream financial operations. Training & development: Train new hires and provide ongoing coaching to existing team members to improve performance. Projects & initiatives: Support special projects and broader organizational

Strength in Trust OneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down—it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like. OneTrust, the AI‑Ready Governance Platform™, unifies regulatory intelligence, automation, and connected governance workflows so businesses can continue to move at the speed of AI while ensuring good governance to prevent data misuse at scale. Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society. Job Description The Challenge The Regional People Operations Specialist (P3) is a key contributor within the Tier 2 People Operations function, responsible for driving the effective resolution of complex, regionally nuanced People matters. This role acts as a critical bridge between Tier 1 service delivery and strategic People partners, ensuring seamless execution of employee lifecycle processes with a strong emphasis on compliance, consistency, and operational excellence. Operating as a trusted partner to HRBPs, Country Partners, Legal, and cross-functional stakeholders, this role supports performance management, employee relations, and regional operations while identifying opportunities to enhance scalability, efficiency, and overall service delivery. Additionally, this role contributes to Talent Acquisition operations, supporting a cohesive and high-quality experience across the candidate-to-employee lifecycle. Key Responsibilities Escalation Management & Regional Operations Serve as a Tier 2 escalation point for complex and sensitive People Operations matters, ens