Impact-Driven Escalation Leader, Americas

MRI India; Manila; Hybrid; PHP 1,000,000 - 2,000,000; Full time

Benefits offered by this job

Hybrid Working Arrangement (2 days WFH

HMO coverage with free dependent upon‑

Free 24/7 gym access (Ortigas/Makati)

20 annual leaves

Tuition reimbursement offerings

Employee referral program

Flexible time off / MRI Flex program

Global work-from-anywhere option

Job summary

MRI Software is expanding a global Incident, Problem, & Escalation Management team to improve client impact visibility and accelerate restoration. The Regional Escalation Manager will own the regional queue, lead escalation and problem coordination across multiple teams, and drive proactive risk detection and prevention.

The role requires 5–8 years in software support or related operations, with at least 2 years of people leadership, and will operate across time zones in a hybrid setting with a

Qualifications

• 5 to 8 years of experience in software support, service management, technical operations, incident management, escalation management, or comparable operational leadership.
• At least 2 years of experience leading a team or directing operational work through others.
• Experience managing high‑severity client escalations, major incidents, or critical operational events from engagement through closure.
• Strong written and verbal communication skills, including communication with senior client and internal stakeholders during high‑pressure situations.
• Ability to coordinate cross‑functional teams without direct authority and hold stakeholders accountable to commitments.
• Strong analytical judgment and troubleshooting discipline, including evaluation of whether root‑cause work is complete and actionable.
• Experience using CRM, case management platforms, operational dashboards, or queue management tools.
• Ability to operate across time zones and participate in escalation coverage or on‑call rotation.

Responsibilities

• Own the regional escalation queue, including prioritization, ownership clarity, severity alignment, and timely follow-through.
• Serve as the regional escalation authority for high-severity, client-sensitive, aging, stalled, or strategically important cases.
• Maintain and own proactive communication cadence and ensure internal teams meet required commitments during escalated situations.
• Major Incident and Critical Situation Management. Lead regional coordination during major client-impacting incidents and critical escalations.
• Feed recurring themes, product pain points, and root‑cause trends into the global problem management motion and Product Development follow‑through.
• Team Leadership. Lead, coach, and develop Escalation and Problem Incident Coordinators and Escalation Specialists aligned to the regional operating model.

Skills

Operational leadership

Cross-functional coordination

Communication skills

Analytical judgment

Time-zone coordination

Incident management

Tools

CRM platforms

Case management platforms

Operational dashboards

Queue management tools

Salesforce Service Cloud

Zendesk

Freshdesk

Amazon Connect

Job description

MRI Software is expanding a global Incident, Problem, & Escalation Management team to improve client impact visibility and accelerate restoration. The Regional Escalation Manager will own the regional queue, lead escalation and problem coordination across multiple teams, and drive proactive risk detection and prevention.

The role requires 5–8 years in software support or related operations, with at least 2 years of people leadership, and will operate across time zones in a hybrid setting with a