GCP Escalation Manager

Tata Consultancy Services; Gandhinagar, Chennai District; On-site; INR 700,000 - 900,000; Full time

Job summary

Tata Consultancy Services is seeking a skilled professional to manage service escalations and coordinate across multiple internal teams to resolve complex issues efficiently. The role emphasizes timely communication, stakeholder management, and driving process improvements.

This position requires strong ownership and the ability to normalize customer sentiment while coordinating with technical and account teams.

Qualifications

• Strong understanding of service operations and metrics.
• Experience in technology and process management to address escalations.
• Ability to engage technical stakeholders and normalise customer sentiment.
• Ownership to navigate internal teams like TECH, ENG, and Account teams.
• Identify hurdles and engage tech teams for faster resolutions.
• Leadership to drive product, process and people improvements.

Responsibilities

• Handle customer case escalations.
• Acknowledge the escalated case.
• Engage TSR, SME or Oncaller for faster resolution.
• Ensure assignment of the correct case owner.
• Understand impact and urgency, determine next steps and communicate updates to the customer.
• Monitor case and update customers to track escalation to closure.
• Engage Vendors and Google Vendor Operations Team as needed.
• Coordinate with case owner to create cases/bugs for tracking.
• Send executive summaries of issues to internal Google executives.
• Identify causes of escalation and propose process and product improvements.

Skills

Service operations & metrics

Techno manager capabilities

Stakeholder engagement

Escalation handling

Cross-team coordination

Process improvements

Job description

Job Description:

Essential Skills & Experience

• Strong understanding of service operations and metrics
• To 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

• 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
• Identify causes of escalation and propose process and product improvements to address gaps.