Major Incident Manager with CDL (Cloud Disgital Leader)

Escalation Manager : To solve an escalation, the escalation manager must understand the

customer's perspective and context and issue, and empathize with what they are experiencing.

Escalation Management Function in Cloud Support provide benefits:

● Quicker resolution

● Understanding of Cloud functions- Preferably GCP or any other cloud technologies

● Coaching and improvement opportunities

● Increased visibility for troubled cases

● Highlighted customer anxiety

● Immediate attention to escalated case

● Strong analytical skills

● Identify the trend of the escalations (Preventable, Non Preventable, Valid and Invalid)

● Root cause analysis

Requirements

● Minimum 5 years of experience in the Escalation Process and 1+ years of experience in

one of Google Cloud products

● Preferred to have GCP tech certification

● Escalation Manager should act as a techno manager by having Experience in

technology and Process in order to address the escalations.

● Engage timely required technical stakeholders and normalise customer sentiment

● Strong ownership and engagement to navigate various internal teams like TECH, ENG,

Account team etc.

● Identify the hurdles and engage the right tech teams to get the faster resolution for

escalated cases.

● Solid internal stakeholder and external stakeholder management Leadership and

execution skills to identify Product, Process and People improvements and drive them

Escalation manager Roles & Responsibilities

● Handle customer case escalations.

● Acknowledge the escalated case

● Engage TSR, SME or Oncaller to get faster resolution..

● Ensure assignment of correct case owner & engage them.

● Understand the impact and urgency of the issue, determine appropriate next steps &

engage all relevant parties to agree on the action items/Next steps and communicate

with the Customer with a meaningful update.

● Monitor case continuously and update customers accordingly to track the escalation to

closure

● Engage Vendors and Google Vendor Operations Team as needed for escalation,

resolution, handoff & closure process

● Coordinate with case owner to create cases/bugs and consults for tracking as needed

● Send executive summary of issues to internal Google executives