Senior Global Escalations Lead | Incident Response & CX

Ingram Micro; Philippines; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

Ingram Micro in the Philippines seeks a Manager to lead Global L3 Escalations, overseeing high-severity customer issues with significant risk. You will drive incident management, cross-functional coordination, and timely stakeholder communication to support rapid issue resolution.

The role emphasizes executive-level incident response and mentoring of Global Escalation Associates, with a focus on improving escalation practices and customer retention across enterprise segments.

Qualifications

• Minimum 5 years in Escalation Management or related field, with 3+ years in leadership roles.
• Experience supporting enterprise, strategic or retail customers.
• Ability to work across time zones to support the business.
• Strong communication and stakeholder management skills.

Responsibilities

• Own and improve global escalation processes, severity definitions, SLAs and engagement models.
• Establish clear ownership and resolution paths across support, operations, sales, vendor and product teams.
• Drive executive-level incident response and coordinate cross-functional resources during critical events.
• 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 Mgmt

Customer Success

Leadership

Cross-functional

CRM

Tools

CRM

Zendesk

Teams

Video Conferencing

Job description

Ingram Micro in the Philippines seeks a Manager to lead Global L3 Escalations, overseeing high-severity customer issues with significant risk. You will drive incident management, cross-functional coordination, and timely stakeholder communication to support rapid issue resolution.

The role emphasizes executive-level incident response and mentoring of Global Escalation Associates, with a focus on improving escalation practices and customer retention across enterprise segments.