Escalation & Resolution Manager

4 weeks ago

Hyderabad, Telangana, India EC-Council Full time
EC-Council is hiring

Position- Escalation & Resolution Manager

Location: Hyderabad, India

On site working.

About EC-Council

EC-Council ( is the world's largest cyber security technical certification body. We operate in 145 countries globally and we are the owner and developer of various world-famous cyber security programs. We are proud to have trained and certified over 380,000 information security professionals globally that have influenced the cyber security mindset of countless organizations worldwide

the position-

We are looking for a skilled Escalation and Resolution Manager to join our team. The ideal candidate will handle customer escalations with precision, ensuring timely resolution and maintaining high customer satisfaction. This role demands exceptional problem-solving, communication, and analytical skills to address complex issues and ensure process improvement.

Responsibilities are but not limited to-

- Act as the primary point of contact for managing and resolving escalated issues from customers, clients, or internal stakeholders.- Analyze and assess the nature of escalations to determine their severity and prioritize actions accordingly.- Collaborate with cross-functional teams (e.g., customer support, sales, technical teams) to address escalations efficiently.- Ensure all escalations are logged, tracked, and resolved within established timelines.- Investigate root causes of recurring issues and recommend solutions to prevent future escalations.- Provide clear and empathetic communication to customers and stakeholders throughout the resolution process.- Deliver tailored resolutions that meet both customer needs and organizational policies.- Monitor customer feedback to evaluate the effectiveness of resolutions and enhance customer satisfaction.- Analyze trends in escalations to identify gaps in current processes, training, or product offerings.- Recommend and implement improvements to escalation and resolution workflows.- Develop and document best practices, policies, and procedures to enhance escalation management.- Provide guidance and training to customer service and support teams on effective escalation handling.- Act as a liaison between customers and upper management to ensure concerns are escalated appropriately.- Prepare detailed reports for leadership on escalation trends, resolution performance, and process gaps.

Required skills, experiences and qualifications-

- Graduate with 10-12 years of proven work experience in escalation management role- Excellent communication, team management and leadership skills- Ability to analyze and interpret customer behavior- Understanding of CRMs, customer service practices and principles- Experience in conflict resolution and customer satisfaction

Take the next step in your career and join us in making a significant impact on the industry. Apply now and be part of a dynamic team that is shaping the future of our organization.

Candidates available to join at short notice are preferred.

Additional Information:

We are an equal opportunity workplace and an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status and we do not discriminate on the basis of such characteristics or on the basis of any other status that is protected by the laws or regulations in the locations where we work.

EC-Council is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process and need reasonable accommodation to complete the process, please contact us at and let us know how we may assist you.

To be eligible to apply for this job, you must be able provide proof that you are either a citizen of the country or have legal authorization to work in the country where this job is posted and must be residing in the same country.

Our Privacy Policy outlines how we collect, use, and protect your personal data during the recruitment process. Please review it to understand our practices: EC-Council Privacy policy

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