Job SummaryJob Description r\nService Integration & Management (SIAM) Escalation Manager r\nRole Purpose\r\nThe SIAM Escalation Manager is responsible for leading and coordinating the resolution of business-critical incidents, service disruptions, and supplier escalations across a multi-vendor IT environment. The role acts as the central point of control during high-priority situations, ensuring rapid restoration of services, effective stakeholder communication, cross-functional collaboration, and continual improvement of escalation processes. r\nThe role is accountable for managing operational risks, driving supplier accountability, facilitating decision-making during service crises, and maintaining customer confidence through proactive communication and governance. [Siam Operate Lead JD | Word], [Neste_Proc...Ment- v1.5 | Word] r\n\r\nKey Responsibilities r\nMajor Incident & Escalation Management r\n
- Own and manage the lifecycle of critical incidents and escalations from identification through closure. r\n
- Lead Major Incident Management (MIM) bridges involving multiple suppliers, support teams, and business stakeholders. r\n
- Ensure rapid mobilization of technical teams and suppliers during service-impacting incidents. r\n
- Drive restoration activities and coordinate resolution efforts across suppliers and internal teams. r\n
- Escalate risks, blockers, and business impacts to leadership when required. [Siam Operate Lead JD | Word], [Hitachi En...Onboarding | PowerPoint] r\nCross-Supplier Coordination r\n
- Coordinate multiple service providers to ensure seamless end-to-end service recovery. r\n
- Manage supplier interdependencies during incidents and service disruptions. r\n
- Eliminate operational silos and ensure collaborative working among suppliers. r\n
- Facilitate effective communication between support teams, service providers, and business stakeholders. [Siam Operate Lead JD | Word], [Attachment...Ces - V1.0 | Word] r\nStakeholder Management &Communications; r\n
- Act as the single point of contact for critical escalations. r\n
- Provide regular executive and business updates during major incidents. r\n
- Ensure timely communication of service impact, mitigation plans,



and recovery progress. r\n
- Manage customer expectations throughout the escalation lifecycle. r\n
- Prepare management summaries and executive incident reports. [Siam Operate Lead JD | Word], [Neste_Proc...Ment- v1.5 | Word] r\nGovernance & Service Assurance r\n
- Ensure adherence to Incident, Major Incident, Problem, Change, and Risk Management processes. r\n
- Monitor incident handling effectiveness across suppliers. r\n
- Conduct operational reviews and escalation governance meetings. r\n
- Ensure compliance withorganizational policies, SLAs, OLAs, and governance frameworks. r\n
- Track and report escalation trends and service performance. [Siam Operate Lead JD | Word], [Hitachi En...Onboarding | PowerPoint] r\nProblem Management & Continuous Improvement r\n
- Lead Post Incident Reviews (PIR) and Root Cause Analysis (RCA) activities. r\n
- Ensure corrective and preventive actions are implemented and tracked. r\n
- Identify recurring issues and drive permanent fixes with suppliers and technical teams. r\n
- Recommend improvementsto escalation workflows, governance, monitoring, and automation. r\n
- Contribute to reduction of recurring P1/P2 incidents across the service ecosystem. [Schedule 0...MASTER (2) | Word], [Neste_Proc...Ment- v1.5 | Word] r\nRisk & Service Continuity Management r\n
- Identify service risksand potential disruptions proactively. r\n
- Work with service providers to develop mitigation and recovery plans. r\n
- Support crisis management and business continuity activities. r\n
- Key ResponsibilitiesEnsure appropriate escalation paths are maintained and tested regularly. [Siam Operate Lead JD | Word], [Neste_Proc...Ment- v1.5 | Word] r\n\r\nRequired Skills & Competencies r\nService Management\r\n
- Strong understanding of ITIL Service Management practices. r\n




- Expertise in Incident,Major Incident, Problem, Change, and Risk Management. r\n
- Experience working in SIAM or multi-supplier environments. r\n
- Solid understanding of ServiceNow or equivalent ITSM tools. r\nLeadership & Communication r\n
- Exceptional stakeholder management skills. r\n
- Strong facilitation and crisis management capabilities. r\n
- Excellent written and verbal communication skills. r\n
- Ability to influence suppliers and technical teams without direct authority. r\n
- Strong executive communication and reporting skills. [Siam Operate Lead JD | Word], [Neste_Proc...Ment- v1.5 | Word] r\nAnalytical & OperationalSkills r\n
- Strong analytical and problem-solving abilities. r\n
- Ability to perform impact assessments and risk analysis. r\n
- Strong decision-makingunder pressure. r\n
- Ability to coordinate large-scale restoration efforts in complex environments. [Siam Operate Lead JD | Word] r\n\r\nQualifications\r\n
- Bachelor \'s degree in Information Technology, Engineering, Computer Science, or related discipline. r\n
- ITIL Foundation certification (mandatory). r\n
- ITIL Managing Professional, SIAM Foundation, or equivalent certification (preferred). r\n
- ServiceNow certification (preferred). r\n\r\nExperience\r\n
- 8-15 years of IT Service Management, Operations Management, or Service Delivery experience. r\n
- Minimum 5 years managing Major Incidents and critical business escalations. r\n
- Experience in global, multi-vendor, enterprise environments. r\n
- Proven experience managing executive-level communications during service outages. r\n\r\nKey Performance Indicators (KPIs) r\n
- Reduction in Mean Timeto Restore Service (MTRS). r\n
- Improvement in Major Incident resolution timelines. r\n
- Reduction in repeat incidents and recurring escalations. r\n
- SLA compliance during critical incidents. r\n
- Customer Satisfaction (CSAT) related to incident handling. r\n
- Completion and closureof RCA actions within agreed timelines. r\n
- Reduction in supplier-related escalations and operational risks r\nSkill RequirementsOther Requirements

📌 Track Lead - Servicenow, It Service Management (Bengaluru)
🏢 HCL
📍 Bengaluru