Escalation Manager

2 days ago

Bengaluru, Karnataka, India Capgemini Engineering Full time ₹ 9,00,000 - ₹ 12,00,000 per year

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world's most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

Job Description - Grade Specific

Key Responsibilities and Tasks:

Managing the lifecycle of an escalated incident including, but not limited to, acting as the single point of contact, incident intake, impact analysis.

Act as a bridge between customers, support teams, and other stakeholders (product, engineering, etc.). .

Ability to lead investigations for major incidents keeping all the stakeholders updated as necessary.

You will follow the escalation process, including ticket assignment, tracking, and communicating the status of escalated cases while identifying areas for improvement in the escalation process and implementing changes to enhance efficiency.

Investigate the underlying causes of escalated issues and work towards permanent solutions.

Monitor customer satisfaction, feedback, and trends, and report on the performance of the escalation process to ensure support continues to provide the best internal and customer experience possible for escalated incidents.

Skills and Qualifications:

7+ years of experience handling customer escalations or working in a customer-facing support role in fast paced software/technology environments.

Ability to communicate effectively with customers and other stakeholders.

Experience working with relevant tooling including ticketing systems such as Zendesk and ServiceNow, and dashboard tools such as Zendesk Explore and Tableau.

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

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