Senior Escalation Manager, Cross-Functional Incident Leader

Illumio; San Jose (CA); On-site; USD 140,000 - 180,000; Full time

Job summary

Illumio seeks a Senior Escalation Manager to own end-to-end customer escalations requiring Product, Engineering, Cloud Operations, SRE, Security, and Executive leadership. You’ll drive cross-functional resolution, executive updates, and post-incident governance from RCA to corrective action.

The role emphasizes strong technical support background, program management, and stakeholder management across enterprise customers in a fast-paced environment.

Qualifications

• 7+ years in Technical Support, Escalation Management, Technical Account Management, Incident Management, or related roles.
• Experience managing enterprise customer escalations.
• Strong understanding of SaaS products, cloud platforms, and enterprise software environments.
• Proven ability to coordinate work across multiple technical organizations.
• Exceptional communication and executive presentation skills.
• Experience driving Root Cause Analysis programs and post-incident reviews.

Responsibilities

• Own the Escalation Lifecycle as the central coordinator for escalations entering Product & Engineering.
• Lead cross-functional meetings and coordinate activities across Support, Customer Success, Product, Engineering, and Leadership.
• Provide structured executive updates and ensure timely information for customers.
• Manage RCA programs, track corrective actions, and ensure timely reviews.
• Develop escalation metrics, dashboards, and governance to improve operations.

Skills

Technical Support

Escalation Management

Technical Account Management

Incident Management

Customer Success Engineering

Technical Program Management

Jira

Salesforce

ServiceNow

PagerDuty

Zendesk

Tools

Jira

Salesforce

ServiceNow

PagerDuty

Zendesk

Job description

Illumio seeks a Senior Escalation Manager to own end-to-end customer escalations requiring Product, Engineering, Cloud Operations, SRE, Security, and Executive leadership. You’ll drive cross-functional resolution, executive updates, and post-incident governance from RCA to corrective action.

The role emphasizes strong technical support background, program management, and stakeholder management across enterprise customers in a fast-paced environment.