ABOUT THE ROLE

Join us as an Escalation Manager in Gurugram, Haryana, India. This full-time on-site role suits a technically strong professional who thrives in high-pressure situations and focuses on outstanding customer outcomes. You will manage critical escalations, conduct root cause analysis with tools including Wireshark, Splunk, Prometheus and ELK stack, coordinate cross-functional resolution across engineering, operations and support, troubleshoot complex infrastructure, network, application and cloud issues, and ensure rapid service restoration while meeting SLAs and driving post-incident improvements.

KEY RESPONSIBILITIES

1. Manage high-priority customer complaints, assess impact using monitoring tools such as Grafana, Datadog and New Relic, and resolve them within agreed SLAs and escalation matrices.
2. Collaborate with engineering, operations and support teams to investigate, troubleshoot and resolve complex issues across cloud infrastructure, distributed systems, APIs, databases and networks.
3. Perform detailed root cause analysis using 5 Whys, Fishbone and other methodologies on logs, metrics and traces to identify issues and implement permanent corrective actions.
4. Create clear escalation reports, RCA documents,



trend analysis and executive summaries for senior stakeholders using data visualization tools.

REQUIRED SKILLS AND EXPERIENCE

1. Robust conflict management, stakeholder communication and technical negotiation skills with ability to explain complex technical concepts to non-technical audiences.
2. Sound decision-making under pressure, technical judgment on production systems and effective prioritization based on severity and business impact.
3. Proficiency with Jira Service Management, Salesforce, ticketing systems, APM tools, log aggregators and cloud observability platforms.
4. Proven ability to handle multiple critical escalations simultaneously while staying composed and delivering timely updates.
5. Solid knowledge of ITIL, incident and problem management, escalation processes and continuous improvement through blameless post-mortems.
6. Experience working with cross-functional teams in fast-paced environments, focusing on SRE principles and cloud technologies (AWS, Azure or GCP).

WHAT WE OFFER

This role offers a dynamic and technically challenging environment with opportunities for professional growth and development in a team that values innovation and expertise.

📌 Escalation Manager (Gurugram)
🏢 Tagbin Services
📍 Gurugram