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