Multi-Cloud Incident Escalation Lead

Centric Software; Campbell (CA); On-site; USD 130,000 - 160,000; Full time

Job summary

Centric Software is seeking an experienced Cloud Services Escalation Lead in Campbell, CA to own critical escalations across AWS, Azure, and GCP. You will coordinate cross-functional teams, perform deep investigations, and develop runbooks to improve reliability and customer experience.

The role requires strong communication and a track record in incident management. With 8+ years in cloud operations, you will influence product and infrastructure roadmaps while mentoring engineers.

Qualifications

• 8+ years in cloud operations, technical support, or infrastructure engineering.
• Hands-on experience with AWS, Azure, and GCP in multi-cloud environments.
• Strong understanding of networking, security, and distributed systems.
• Proven track record in incident management and escalation handling.
• Excellent communication and stakeholder management skills.
• Bachelor's or Master's in Computer Science, Engineering, or related field; relevant certifications are a plus.

Responsibilities

• Lead resolution of critical escalations across AWS, Azure, and GCP environments.
• Serve as the final escalation point for complex, customer-impacting incidents.
• Coordinate cross-functional teams during outages and service disruptions.
• Conduct deep technical investigations and root cause analyses across cloud platforms.
• Develop and maintain escalation protocols, incident runbooks, and postmortem documentation.
• Communicate incident status and resolution plans to internal and external stakeholders.

Skills

Cloud operations

Incident management

Cross-functional leadership

Communication

Education

Bachelor's or master's in CS/Engineering

Tools

AWS

Azure

GCP

Datadog

Splunk

New Relic

Prometheus

Job description

Centric Software is seeking an experienced Cloud Services Escalation Lead in Campbell, CA to own critical escalations across AWS, Azure, and GCP. You will coordinate cross-functional teams, perform deep investigations, and develop runbooks to improve reliability and customer experience.

The role requires strong communication and a track record in incident management. With 8+ years in cloud operations, you will influence product and infrastructure roadmaps while mentoring engineers.