Current jobs related to Escalation Manager - Bengaluru, Karnataka - Palo Alto Networks

  • Escalation Manager

    2 days ago

    Bengaluru, Karnataka, India Saviynt Full time

    Job Title: Escalation Manager Location: Bangalore, Hybrid Description: Saviynt is a leading cloud-based Identity Governance and Administration (IGA/IAM) solutions provider. We are seeking a highly experienced Manager of Global Escalations that will interface with our internal teams to drive a stellar customer experience. The role reports to the...

  • Escalation Manager

    2 days ago

    Bengaluru, Karnataka, India Saviynt Full time

    Job Title: Escalation ManagerLocation: Bangalore, HybridDescription:Saviynt is a leading cloud-based Identity Governance and Administration (IGA/IAM) solutionsprovider. We are seeking a highly experienced Manager of Global Escalations that will interfacewith our internal teams to drive a stellar customer experience. The role reports to the SeniorManager,...

  • Escalation Manager

    2 days ago

    Bengaluru, Karnataka, India Automation Anywhere Full time

    About UsAutomation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry's first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with...

  • Escalation Manager

    4 days ago

    Bengaluru, Karnataka, India Automation Anywhere Full time

    About UsAutomation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry's first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with...

  • Escalations Manager

    2 weeks ago

    Bengaluru, Karnataka, India Plum Benefits Private Limited Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About PlumAt Plum, we're redefining employee health insurance and wellness in India. But as we scale, excellence can't be optional, it needs to be perfect. That's where you come in.We're looking for someone who doesn't just manage escalations.We're looking for someone who will end them.You are natural at the belowYou are unreasonably customer obsessed.  You...

  • Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Al Fahad Enterprises Full time ₹ 3,00,000 - ₹ 6,00,000 per year

    Company DescriptionAl Fahad Enterprises is a diverse company engaged in various industries, including Tour & Travels, Organic Products, and many other services. The company is committed to providing high-quality services and products to its customers. Al Fahad Enterprises is known for its dedication to customer satisfaction and innovative business...

  • Escalation Specialist

    2 days ago

    Bengaluru, Karnataka, India R360 Group Full time

    Company DescriptionR360 powers a data-driven customer engagement ecosystem designed to help global organizations foster customer loyalty. With over 18 years of expertise, R360's loyalty and reward platforms have supported loyalty programs for major brands such as Standard Chartered Bank, American Express, and HDFC Bank. The company maintains over 1,000...

  • Sr. Escalation Specialist, BRP Escalations

    1 week ago

    Bengaluru, Karnataka, India Amazon Full time

    We are looking for an experienced fraud investigator with analytical skills to become a member of our investigations team in Bangalore. This position will report to Escalations Manager, in Buyer Risk Prevention (BRP) team. Our mission in BRP is to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the...

  • Escalations (Trading)

    2 weeks ago

    Bengaluru, Karnataka, India Al Fahad Enterprises Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionAl Fahad Enterprises is a dynamic organization involved in diverse business sectors, including Tours & Travels and Organic Products. The company is committed to delivering high-quality services across its offerings, ensuring customer satisfaction and trust. With a focus on integrity and excellence, Al Fahad Enterprises strives to make a...

  • Sr. Escalation Specialist, BRP Escalations

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    DescriptionWe are looking for an experienced fraud investigator with analytical skills to become a member of our investigations team in Bangalore. This position will report to Escalations Manager, in Buyer Risk Prevention (BRP) team. Our mission in BRP is to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the...

Escalation Manager

2 weeks ago

Bengaluru, Karnataka, India Palo Alto Networks Full time US$ 12,00,000 - US$ 24,00,000 per year
Company Description

Our Mission

At Palo Alto Networks everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job Description

Your Career

The Escalation Manager position is a strategic, high-visibility role that provides the highest level of escalation for customer issues that are jeopardizing the Palo Alto Networks business relationship and/or sales opportunities with key customers.

The Escalation Manager will lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed Palo Alto Networks virtual team which are formed based on the customer and escalation needs. 

In leading the virtual team, the escalations Manager will liaise with and work across various Palo Alto Networks functional organizations and business units, and with all levels of the company; from Support, Sales, Product management, and development engineers to management and corporate executives.

Key Responsibilities

Escalation Leadership

  • Ownership for driving progress and resolution of customers' critical issues

  • Drive clear intake, scope, priority, exit criteria  and end to end process to achieve streamlined escalation resolution 

  • Drive global consistency across portfolio and customers. 

  • Maintain and improve procedures for customer and field personnel for escalation handling. 

  • Handle direct customer leadership and technical audiences as appropriate. 

Expedite Resolution

  • Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations

  • Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account and issues. 

  • Clear accountability on relevant owners on driving to target service-level Objectives(SLO) and intermediate milestones leading up to it

  • Interlock with Executive Sponsors to help resolve roadblocks in a timely manner.

Communication and Reporting:

  • Effectively communicate critical issue status to executive staff, sales, support, product teams and other invested parties

  • Effective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLO.   

  • Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer facing communications.

Risk Management 

  • Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in place.

  • A "whatever it takes" customer-first attitude and a willingness to go the extra mile to foster customer success

  • Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives

Retrospective and Preventive Measures:

  • Retrospectives and PostMortem to help improve the process/system/product. 

  • Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems

  • Recognitions and reporting on problem areas which will give insight to the magnitude of the issue through the amount of cases or number of customers impacted or related to these areas.

  • Understanding of techniques to predict risks using data and AI models and systematic approach to address

  • co-create and pilot proactive programs to reduce likelihood of customer and field escalations

Qualifications

Your Experience 

  • Customer Experience

  • 8 years of Experience

  • Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired

  • Customer centric attitude and focus on providing best-in-class service for customers and collaborators

Program/Project management

  • Manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues.

  • Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer

  • Familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience in running and operating with the SLA/SLO/Milestones paradigm and clarity on what success and corresponding metrics looks like.  

Collaboration and Influence

  • Strong capacity for Influencing, negotiating, and delegating efforts 

  • Ability to work in a fast-paced, challenging environment with global customers

Leadership and communication skills: 

  • Experience in being able to effectively lead and motivate a team of cross functional professionals. 

  • Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences(highly technical, less technical, executives, practitioners)

Technical skills

  • Experience with Networking/Security Products

  • Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures.

  • Experience with VPN (IPSec, SSL tunnels) technologies

     

Your Impact

  • Ownership for driving progress and resolution of customers' critical issues

  • Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations

  • Effectively communicate critical issue status to executive staff, sales teams, and other invested parties

  • Creative thinking, adaptability, and versatility 

  • Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives

  • Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account

  • Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future issues

Additional Information

The Team

The Escalation Managers are part of the Global Incident and Escalation Management team which part of Global Customer Support and Service teams covering all Palo Alto offerings of cybersecurity platforms and solutions. 

Team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. Escalation Managers(EM) team ensures focused technical leadership, effective coordination and communication, and streamlined decision-making

As Escalation Managers, each team member will be at the vanguard of our dedication to cybersecurity. Addressing the most pressing situations for our customers, you will hold a central position in solidifying our reputation as the go-to cybersecurity partner. This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction.

Driving continuous learnings and efficiency into the Escalation Management and Product Lifecycle is one of the key areas for the team as we continue our focus on customer experience.

Our Commitment

We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at  [email protected].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.