Escalation Manager

Job Description –Support Staff (Ops / Governance Roles)

Role

Title:

Support Staff ( Team Manager / Ops Manager/Escalation Manager)

Service Line:
Managed Services

Role Type:
Non‑Agent / Operations & Governance

Shift: As per role (24x7 for Ops‑critical roles)

Location:

Chennai/Gandhinagar India

Role Summary

Support Staff roles ensure operational excellence, governance, quality, workforce adherence, training, and performance management across Service Desk operations supporting GCP, GWS, and Billing services.

Experience & Qualifications

- 4–12 years of relevant experience (depending on role: Team Manager / Ops Manager/Escalation Manager )
- Experience supporting IT / Cloud / Managed Services environments
- Google Cloud certification preferred for leadership roles
- Strong English communication skills

Key Responsibilities (Role‑Dependent)

- Monitor case flow, quality, adherence, and SLA/SLO compliance
- Perform quality audits and provide structured feedback to agents
- Manage real‑time queue performance and workforce adherence
- Deliver onboarding and ongoing technical/non‑technical training
- Support performance management, coaching, and reporting
- Analyze operational data to identify trends and improvement areas
- Act as escalation points for operational or process issues
- Ensure compliance with defined processes, policies, and governance standards
- Required Skills & Competencies
- Strong understanding of Service operations and metrics

- Experience with case management systems and dashboards
- Analytical and reporting capabilities
- Stakeholder and communication skills
- Ability to drive process adherence and continuous improvement