Escalation Manager

1 day ago

Mumbai, India Golden Opportunities Full time
  • Engaging with NOC team leads and supervisors (Transport; E-IP) as needed to provide white gloved experience to strategic customers. Coordinate across internal teams (e.g., Network Operations, Field Engineering, Customer Support, Billing) to drive quick resolution of service-impacting issues.
  • Lead incident response for major outages or critical service degradations; provide real-time updates to stakeholders and customers.
  • Analyse incidence summary and identify root cause analysis (RCA) for recurring issues and work with relevant teams to implement corrective and preventive actions.
  • Track, document, and report escalation trends, outcomes, and improvements to senior leadership.
  • Maintain escalation response playbooks, SLAs, and protocols to ensure consistent and effective handling of critical issues.
  • Collaborate with customer success and account management teams to maintain high customer satisfaction and retain key accounts.
  • Identify and drive improvements in support processes, documentation, and cross-team communication to reduce escalations over time.

Contact Person- Mithra Dayalan

Email id-

  • Escalation Manager

    4 weeks ago

    Navi Mumbai, Maharashtra, India eClerx Full time

    Escalation Manager, or Incident Manager with a strong background in Data Centre operations or Internet Service Provider (ISP) environments. The ideal candidate should have demonstrated experience in managing large-scale service desk operations, handling high-severity incidents, and overseeing escalation processes in mission-critical infrastructure...

  • Escalation Manager

    2 weeks ago

    Mumbai, Maharashtra, India Golden Opportunities Full time US$ 90,000 - US$ 1,20,000 per year

    Engaging with NOC team leads and supervisors (Transport; E-IP) as needed to provide white gloved experience to strategic customers. Coordinate across internal teams (e.g., Network Operations, Field Engineering, Customer Support, Billing) to drive quick resolution of service-impacting issues.Lead incident response for major outages or critical service...

  • Manager Escalations Management

    6 days ago

    Mumbai, Maharashtra, India Jio Full time ₹ 15,00,000 - ₹ 28,00,000 per year

    Posted Date15 Sep 2025- Function/Business AreaCustomer Service- LocationMumbai- Job ResponsibilitiesEscalation management - track and close escalation Monitor escalation closure KPIs and publish daily/weekly /monthly reports 3.Drive happy call program for sample calling of customers & publish weekly reports Assist training team in content...

  • Manager Escalations Management

    1 day ago

    Mumbai, India Jio Full time

    Posted Date 15 Sep 2025- Function/Business Area Customer Service- Location Mumbai- Job Responsibilities Escalation management - track and close escalation Monitor escalation closure KPIs and publish daily/weekly /monthly reports 3.Drive happy call program for sample calling of customers & publish weekly reports Assist training team in content...

  • Escalation Manager

    2 weeks ago

    Ghatkopar West, Mumbai, Maharashtra, India Vidhisha Paper Mills Pvt. Ltd. Full time ₹ 3,00,000 - ₹ 4,00,000 per year

    Job Title: Escalation Manager / CoordinatorDepartment: Customer ServicesExperience Required: 3 to 5 YearsLocation: Ghatkopar (Walkable distance from Railway Station)Reports To: DirectorPosition OverviewThe Escalation Manager / Coordinator – Sales is responsible for managing high-priority sales-related issues, customer complaints, and order disputes that...

  • Escalation Manager/Coordinator

    2 weeks ago

    Mumbai, Maharashtra, India Infinity Trade Group Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Job Title: Escalation Manager / CoordinatorDepartment: Customer ServicesNumber of Opening 1Experience Required: 3 to 5 YearsLocation: Ghatkopar (West) (Walkable distance from Railway Station)Gender – Male OnlyReports To: DirectorPosition OverviewThe Escalation Manager / Coordinator – Sales is responsible for managing high-priority sales-related issues,...

  • Escalation Manager/Coordinator

    1 day ago

    Mumbai, India Infinity Trade Group Full time

    Job Title: Escalation Manager / Coordinator Department: Customer Services Number of Opening 1 Experience Required: 3 to 5 Years Location: Ghatkopar (West) (Walkable distance from Railway Station) Gender – Male Only Reports To: Director Position Overview The Escalation Manager / Coordinator – Sales is responsible for managing high-priority sales-related...

  • Escalation Lead

    2 weeks ago

    Mumbai, Maharashtra, India Intellihealth Solutions Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Role & responsibilitiesKey ResponsibilitiesLead and manage customer escalations related to delayed deliveries, RTO (Return to Origin), shipment damages, misrouted, and lost shipments.Act as the primary point of contact between Customer Service, Logistics Operations, and 3PL Courier Partners (Delhivery, Bluedart, Xpressbees, Ekart, etc.) for...

  • Escalation Lead

    24 hours ago

    Mumbai, India Intellihealth Solutions Full time

    Role & responsibilities Key Responsibilities Lead and manage customer escalations related to delayed deliveries, RTO (Return to Origin), shipment damages, misrouted, and lost shipments. Act as the primary point of contact between Customer Service, Logistics Operations, and 3PL Courier Partners (Delhivery, Bluedart, Xpressbees, Ekart, etc.) for escalations....

  • Hiring For Escalation Manager

    2 weeks ago

    Navi Mumbai, Maharashtra, India NLB Services Full time US$ 90,000 - US$ 1,20,000 per year

    Dear Candidate,As discussed, Im sharing Job Description of Escalation Manager and company details below:Location Airoli (Navi Mumbai)Notice Period Immediate Joiner / 30 daysExperience 3+ YrsShift - 24*7 (Rotational)Escalation Manager, or Incident Manager with a strong background in Data Centre operations orInternet Service Provider (ISP) environments. The...