Capability Manager(DPO)

Experience: Not Available to Not Available years

Location: Bengaluru, India

Skills: null

Job Summary
Manage escalation communications and updates to ensure clarity and transparency across all stakeholders.
Schedule and coordinate meetings related to escalations.
Create and steer escalation Action Plans, or foster their creation and effective execution.
Monitor ongoing escalations and provide timely updates to relevant stakeholders.
Review escalations post-closure and share feedback with operational teams to drive preemptive actions.
Prepare incident review forms for every incident requiring escalation leadership.
Conduct root cause and lessons learned analyses, and define corrective and preemptive actions based on findings.
Review and follow up on aging and high-impact ATLAS CC tickets to ensure resolution and minimize risk.
Collaborate with cross-functional teams (engineering, operations, customer support) to drive resolution of complex issues.
Develop and maintain escalation playbooks to standardize processes and ensure consistency.
Provide executive-level reporting on escalation trends, impact, and resolution outcomes.
Identify recurring issues and partner with product/operations teams to implement long-term fixes.
Train and mentor team members on escalation handling best practices.
Ensure compliance with organizational policies and industry standards during escalation management.
Continuously improve escalation processes by leveraging metrics, feedback, and automation opportunities.

Experience Required
A minimum of 9 years of experience in escalation management,



with proven expertise in handling complex incidents and driving resolution strategies.

Key Responsibilities
1. Design and implement structured training programs to build domain-specific upskilling, deskilling, and multi-skilling.
2. Drive capability development through career guidance and structured mentoring, pairing employees with experienced mentors to support growth and progression.
3. Implement the Growth framework to align individual career aspirations with organizational needs.
4. Build a future-ready talent pool by collaborating with L&D; and Delivery teams to create targeted learning journeys and establish external certification partnerships.
5. Partner with Delivery teams to lead succession planning, internal mobility, and backfilling of critical roles.
6. Align internal movements with organizational mandates to optimize talent utilization across functions.
7. Collaborate with Reporting Managers on goal setting, quarterly/annual appraisals, and feedback mechanisms.
8. Drive capability-oriented resourcing and recruitment by working closely with recruitment and resourcing teams to calibrate skill sets, develop JDs, and manage approvals and onboarding.
9. Execute process transformation initiatives as per the requirement.
10. Focus on successfully implementing repeatable solutions across projects within the sub-capability to ensure consistency and scalability.
11. Provide expertise in customer lifecycle activities, contributing to development and documentation efforts that enhance process absorption and delivery readiness.
12. Develop and provide golden process maps and SIPOC documentation to standardize and drive effective solutioning across the sub-capability.

📌 Capability Manager(DPO) (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru