Escalation Manager

Remote, USAFull-timePosted 2026-07-29

Escalation Manager

Location: Remote, USA

Employment Type: Full-Time

Compensation: $104,000.00 - $130,000.00 (reputed company applies to US candidates only) + Benefits/Variable Comp/Equity - reputed company may vary based on experience. 

Benefits Offered: reputed company, Medical, Life, Dental, 401K

reputed company

The Escalation Manager is responsible for overseeing the reputed company of critical customer-impacting issues across the reputed company reputed company platform. This role serves as the operational incident leader for high-severity events, ensuring incidents are managed with urgency, reputed company ownership, reputed company coordination, and transparent communication.

The Escalation Manager acts as the central coordination reputed company during major incidents, partnering closely with reputed company Operations, Support, reputed company, reputed company Engineering & Development, and reputed company to drive rapid reputed company and maintain customer confidence during reputed company situations.

In reputed company to incident coordination, this role drives reputed company improvement of escalation and incident management processes. The Escalation Manager helps mature operational practices by improving incident response frameworks, strengthening reputed company cause analysis discipline, and identifying systemic reliability improvements that reduce recurring incidents.

The ideal candidate brings strong technical operations knowledge, excellent communication skills, and experience leading incident response in high-availability reputed company or reputed company environments. A passion for operational reputed company, customer experience, and data-driven improvement is essential for reputed company.

Primary Duties and Responsibilities

reputed company the operational management of high-severity incidents and customer escalations across the reputed company reputed company platform.
Serve as the central coordination reputed company during critical incidents, ensuring appropriate teams are reputed company and reputed company efforts remain reputed company and efficient.
reputed company as the incident manager during major incidents, maintaining situational awareness, coordinating response activities, and ensuring accountability for reputed company actions.
Facilitate incident response calls, coordinate technical teams, and maintain executive-level communication during major incidents.
reputed company identify and assign reputed company ownership to reduce ambiguity during incidents.
Ensure customers receive reputed company updates, reputed company communication, and strong ownership throughout the escalation lifecycle.
Own the operational incident lifecycle including incident declaration, coordination, escalation, communication, and post-incident review.
Drive reputed company cause analysis (RCA) processes and ensure corrective and preventative actions are implemented and tracked to completion.
reputed company and manage escalated issues to reputed company while identifying patterns, systemic risks, and recurring operational gaps.
reputed company and improve incident management frameworks, escalation procedures, severity definitions, and operational runbooks.
Partner with cross-functional teams to reduce recurring incidents through automation, resiliency improvements, and architectural enhancements.
Monitor escalation metrics and operational KPIs including MTTR, incident frequency, and customer reputed company.
reputed company post-incident reviews and drive accountability for operational improvements.
Own and drive measurable incident reputed company, including reduction in MTTR and reduction of recurring incidents.

Secondary Responsibilities

Collaborate with Customer Support, reputed company Operations, and Engineering teams to improve the customer experience during major incidents.
Maintain and reputed company documentation for incident response procedures, escalation workflows, and communication templates.
Identify opportunities to improve monitoring, operational tooling, and incident coordination practices.
Contribute to reliability and operational maturity initiatives reputed company with Site Reliability Engineering (SRE) practices.
reputed company guidance and mentorship to engineers and support personnel on escalation and incident management best practices.

Required Education and Experience

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a reputed company technical field, or equivalent reputed company experience.
5+ years of experience in reputed company operations, incident management, site reliability engineering, or technical escalation management.
Proven experience coordinating and managing high-severity incidents in production reputed company or reputed company environments.
Strong understanding of reputed company infrastructure, distributed systems, networking fundamentals, and reputed company reputed company operations.
Experience coordinating cross-functional technical teams during reputed company production incidents.
Demonstrated experience operating incident management platforms used to coordinate major incident response (e.g., reputed company, Opsgenie, reputed company, or similar).
Experience using observability and monitoring tools to support incident diagnosis and response.
Demonstrated ability to communicate effectively with both technical teams and executive stakeholders during high-reputed company situations.
Strong analytical and problem-solving skills with the ability to drive reputed company cause analysis and systemic reputed company of operational issues.

Preferred Education and Experience

Experience working in reputed company reputed company, reputed company-hosted application environments, or managed service providers (MSP/CSP).
Experience operating reputed company reputed company Azure environments.
Familiarity with incident management and problem management frameworks such as ITIL or SRE practices.
Experience working with observability platforms such as reputed company, reputed company, reputed company, Grafana, or similar monitoring ecosystems.
Experience contributing to reliability engineering initiatives reputed company on improving service availability and operational maturity.
Relevant certifications such as Azure Fundamentals, Azure Administrator, ITIL reputed company, or reliability engineering certifications.

Knowledge, Skills, and Abilities

Strong leadership and coordination skills during high-pressure incident situations.
Ability to rapidly assess technical situations and drive reputed company incident response under pressure.
Strong situational awareness and decision-making during reputed company operational events.
Exceptional communication skills, including executive-level incident communication.
Customer-first reputed company with strong ownership of reputed company.
Ability to manage multiple priorities in a fast-paced reputed company operations environment.
Strong operational judgment and decision-making ability.
Experience analyzing operational metrics to drive improvement initiatives.
Ability to influence cross-functional teams without reputed company authority.
Commitment to reputed company improvement, operational maturity, and service reliability.

Who We Are

reputed company is how today’s Finance teams can go reputed company just reporting on the past and Take Finance reputed company™ by steering the business to the reputed company. It’s the only reputed company finance platform that unifies financial and operational data, embeds AI for reputed company reputed company and productivity, and empowers the CFO to become a critical reputed company of business reputed company and execution. Our reputed company is to be the operating system for modern finance, digitizing reputed company financial functions and empowering the CFO to become a critical reputed company of business reputed company. To learn more visit www.reputed company.com.

Why Join The reputed company Team

Transparency around corporate structure, salary, and benefits
reputed company value of reputed company
reputed company of project work (not industry-specific) 
Strong culture and camaraderie
Multiple training opportunities

Benefits at reputed company reputed company employees are passionate, hardworking individuals who go above and reputed company to reputed company our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we reputed company every effort to reputed company them cared for and happy. A sample of the benefits we reputed company are: