Technical Escalation Project Manager

Blackbaud; Hyderabad; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Blackbaud is seeking a Technical Escalation Project Manager in Hyderabad to coordinate cross-functional teams during high-severity technical escalations. You will drive execution with Support, Engineering, Product, and Customer Success, ensuring alignment on priorities and timelines.

You will translate complex technical information into clear, executive-ready updates for customers and stakeholders, while maintaining action plans and risk management across the escalation lifecycle.

Qualifications

• 5+ years in project or escalation management with technical operations.
• Experience coordinating cross-functional teams during high-impact incidents.
• Ability to translate technical updates for executives and customers.
• Familiarity with ITIL, Agile, or PMP frameworks.

Responsibilities

• Lead high-severity technical escalations across internal teams and customers.
• Maintain action plans, timelines, risks, dependencies, and ownership.
• Translate complex tech info into clear updates for stakeholders.
• Partner with CS, Support, Engineering, and Product to ensure consistent customer experience.
• Deliver executive-ready summaries and escalation updates.
• Facilitate post-incident reviews and improve playbooks and templates.

Skills

Escalation management

Incident coordination

Cross-functional coordination

Project management

Executive communications

AI-assisted automation

Risk management

Stakeholder communications

Salesforce

Microsoft Project

Tools

Salesforce

Microsoft Project

Job description

We’re looking for a highly organized, adaptable, and detail-oriented Technical Escalation Project Manager to serve as the communication and execution hub for high-severity technical escalations. In this role, you’ll bring structure, clarity, and accountability to complex situations by coordinating cross-functional teams, driving execution, and ensuring stakeholders remain aligned on priorities, risks, timelines, and outcomes. Working closely with Support, Engineering, Product, Customer Success, and leadership teams, you’ll help accelerate resolution efforts while creating a transparent and consistent experience for customers. This is a unique opportunity to combine project leadership, operational excellence, and AI-forward innovation in a role that helps Blackbaud continue to power social impact organizations with confidence and trust.

Work Location & Schedule

Work Location: Sky tech, Financial District, Hyderabad, India

Work Schedule: This role supports customers and stakeholders primarily during U.S. business hours. Ability to work a schedule aligned with U.S. business hours, generally 9:00 AM to 5:00 PM Eastern Time (ET), with availability for customer-facing engagements during that time. Participation in after-hours support rotations and select holiday coverage may be required based on product, region, or business need.

What you’ll do

• Lead high‑severity technical escalations by serving as the central point of coordination across internal teams and customer stakeholders, ensuring clear communication and aligned execution throughout the escalation lifecycle.
• Drive accountability and progress by maintaining action plans, timelines, risks, dependencies, and ownership, ensuring commitments are documented, understood, and completed.
• Translate complex technical information into clear, concise, and audience‑appropriate updates for customers, executives, and cross‑functional partners to support informed decision‑making.
• Partner with Customer Success, Support, Engineering, and Product teams to create a consistent customer experience during critical incidents while maintaining transparency and trust.
• Deliver executive‑ready summaries, stakeholder briefings, and escalation updates that provide clear visibility into status, impact, risks, mitigation efforts, and next steps.
• Improve operational excellence by facilitating post‑incident reviews, identifying recurring process gaps, and enhancing escalation playbooks, governance standards, communication templates, and AI‑powered automation capabilities.

What you’ll bring

• 5+ years of experience in project management, escalation management, incident coordination, technical operations, or a related customer‑facing technical environment.
• Knowledge of technical support operations and major incident management practices, with experience coordinating cross‑functional teams during high‑impact customer events.
• Understanding of project execution disciplines including risk management, dependency tracking, action ownership, timeline management, and stakeholder communications.
• Experience creating executive communications, customer‑facing updates, status reporting, and structured escalation documentation that drives action and accountability.
• Proficiency with project and case management platforms such as Salesforce, Microsoft Project, or similar systems; familiarity with AI‑assisted workflow automation, ITIL, Agile, PMP, or related frameworks is preferred.

"Leverage AI‑assisted tools to accelerate delivery and improve quality and actively experiment with emerging capabilities as they evolve."

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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.

Blackbaud is proud to be an equal‑opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

Blackbaud (NASDAQ: BLKB) is the world’s leading cloud software company powering social good. Serving the entire social good community—nonprofits, foundations, corporations, education institutions, healthcare institutions and individual change agents—Blackbaud connects and empowers organizations to increase their impact through software, services, expertise, and data intelligence. The Blackbaud portfolio is tailored to the unique needs of vertical markets, with solutions for fundraising and CRM, marketing, advocacy, peer‑to‑peer fundraising, corporate social responsibility, school management, ticketing, grantmaking, financial management, payment processing, and analytics. Serving the industry for more than three decades, Blackbaud is headquartered in Charleston, South Carolina and has operations in the United States, Australia, Canada, and the United Kingdom.