Escalation Manager

Tagbin Services; Gurugram District; On-site; INR 950,000 - 1,500,000; Full time

Job summary

Tagbin Services in Gurugram, Haryana, India, is seeking a hands-on Escalation Manager for a full-time on-site role. You will own critical customer escalations, drive rapid restoration, and coordinate cross-functional resolution across engineering, operations and support.

The role emphasizes strong incident management, root-cause analysis with industry tools, and continuous improvement through blameless post-mortems, while ensuring adherence to SLAs and clear executive communications.

Qualifications

• Strong conflict management and stakeholder communication.
• Decision-making under pressure for production systems.
• Proficiency with Jira Service Management and Salesforce; familiarity with ticketing systems and cloud observability.
• Knowledge of ITIL, incident and problem management, and blameless post-mortems.

Responsibilities

• Manage high-priority customer escalations, assess impact using monitoring tools, and resolve within SLAs.
• Collaborate with engineering, operations and support to troubleshoot complex issues across cloud infra and networks.
• Perform root cause analysis using structured methods and document findings for improvements.
• Create escalation reports, RCA documents, and executive summaries for senior stakeholders.

Skills

Conflict management

Stakeholder comms

Technical negotiation

Decision-making

Jira Service

Salesforce

Ticketing systems

APM tools

Log aggregators

Cloud observability

ITIL

Incident management

Problem management

Escalation processes

Cross-functional

SRE principles

AWS

Azure

GCP

Job description

ABOUT THE ROLE

Join us as an Escalation Manager in Gurugram, Haryana, India. This full-time on-site role suits a technically strong professional who thrives in high-pressure situations and focuses on outstanding customer outcomes. You will manage critical escalations, conduct root cause analysis with tools including Wireshark, Splunk, Prometheus and ELK stack, coordinate cross-functional resolution across engineering, operations and support, troubleshoot complex infrastructure, network, application and cloud issues, and ensure rapid service restoration while meeting SLAs and driving post-incident improvements.

KEY RESPONSIBILITIES

1. Manage high-priority customer complaints, assess impact using monitoring tools such as Grafana, Datadog and New Relic, and resolve them within agreed SLAs and escalation matrices.
2. Collaborate with engineering, operations and support teams to investigate, troubleshoot and resolve complex issues across cloud infrastructure, distributed systems, APIs, databases and networks.
3. Perform detailed root cause analysis using 5 Whys, Fishbone and other methodologies on logs, metrics and traces to identify issues and implement permanent corrective actions.
4. Create clear escalation reports, RCA documents, trend analysis and executive summaries for senior stakeholders using data visualization tools.

REQUIRED SKILLS AND EXPERIENCE

1. Strong conflict management, stakeholder communication and technical negotiation skills with ability to explain complex technical concepts to non-technical audiences.
2. Sound decision-making under pressure, technical judgment on production systems and effective prioritization based on severity and business impact.
3. Proficiency with Jira Service Management, Salesforce, ticketing systems, APM tools, log aggregators and cloud observability platforms.
4. Proven ability to handle multiple critical escalations simultaneously while staying composed and delivering timely updates.
5. Solid knowledge of ITIL, incident and problem management, escalation processes and continuous improvement through blameless post-mortems.
6. Experience working with cross-functional teams in fast-paced environments, focusing on SRE principles and cloud technologies (AWS, Azure or GCP).

WHAT WE OFFER

This role offers a dynamic and technically challenging environment with opportunities for professional growth and development in a team that values innovation and expertise.