Role Overview
We're seeking a detail-oriented and tech-savvy qualified 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 transparent 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
Solid 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
Full Name Email Phone Cover Letter Upload CV/Resume Allowed Type(s): .pdf, .doc, .docx By using this form you agree with the storage and handling of your data by this website.
📌 Escalation Support Analyst Devops Aware Delhi (India)
🏢 DigiBySR
📍 India
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.