Global Escalations Manager: Lead Incident Response

ingrammicro; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Ingram Micro Philippines is seeking a Manager to lead the Global L3 Escalations function, overseeing high-severity customer issues that risk operations, revenue, or retention. You will drive incident management within our global frameworks and ensure timely stakeholder communication.

You will mentor Global Escalation Associates, refine escalation processes, define SLAs, and coordinate across support, operations, sales, vendor and product teams to deliver rapid recovery.

Qualifications

• 5+ years in escalation management or related fields with 3+ years in leadership.
• Experience supporting diverse customer segments including enterprise and strategic accounts.
• Strong adversity quotient and track record of timely resolution and customer retention.
• Ability to work across time zones and communicate via phone, email, and video.

Responsibilities

• Own and continuously improve global escalation management processes, severity definitions, SLAs, and engagement models.
• Establish clear ownership, accountability, and resolution pathways across support, operations, sales, vendor, and product teams.
• Drive executive-level incident response and coordinate cross-functional resources during critical situations.
• Ensure consistent customer communications, status updates, and recovery plans during escalations.
• Serve as senior customer advocate during business-critical escalations.
• Lead, coach, and develop Global Escalation Associates.
• Establish incident management best practices and response standards.

Skills

Escalation Management

Customer Success

Technical Support

Operations

Service Delivery

Leadership

Tools

CRM

Zendesk

Teams

Job description

Ingram Micro Philippines is seeking a Manager to lead the Global L3 Escalations function, overseeing high-severity customer issues that risk operations, revenue, or retention. You will drive incident management within our global frameworks and ensure timely stakeholder communication.

You will mentor Global Escalation Associates, refine escalation processes, define SLAs, and coordinate across support, operations, sales, vendor and product teams to deliver rapid recovery.