Escalation Support Analyst (DevOps-Aware) ? Role Overview
We’re seeking a detail-oriented and tech-savvy professional to serve as the primary point of contact for managing escalation-related communications via email. This role bridges technical understanding with polished communication, ensuring timely responses, effective coordination, and transparent stakeholder updates.
? Key Responsibilities
• Handle all escalation-related email communication with professionalism and clarity
• Draft explicit and timely responses, coordinate with relevant teams, and follow up until resolution
• Maintain detailed logs and SLA-based tracking of all support tickets
• Collaborate with DevOps and engineering teams to gather technical input when needed
• Proactively update stakeholders throughout the escalation lifecycle

? Required Skills & Experience
• Strong command of written English and email etiquette
• Proven ability to manage issue escalation in a high-stakes environment
• Hands-on experience or solid understanding of:




• Python (for log review, automation, or tooling support)
• Kubernetes (K8s) – familiarity with deployment workflows and containerized environments
• Terraform – knowledge of infrastructure-as-code principles
• Basic SLA management and reporting
• Ability to work independently and in distributed teams across time zones

? Bonus Points
• Prior experience in a support engineering or technical project coordination role
• Exposure to ticketing platforms like Zendesk, Jira, or Freshdesk
• Familiarity with cloud platforms (AWS, Azure, GCP)

Job Category:Tech Intern Job Type:Full Time Part Time Job Location:Hybrid Remote Apply for this position
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📌 Escalation Support Analyst (India)
🏢 DigiBySR
📍 India