Escalation Manager
About this job
Everpure, a NYSE-listed data platform and storage pioneer, is hiring an Escalation Manager for Weekend Global Coverage in Bangalore, India. In this role, you will act as the crucial command lead protecting customer trust during high-stakes critical events across multiple global regions. Operating in a follow-the-sun coverage model, you serve as the decisive voice during Sev1 situations. A typical day involves taking charge as the incident commander for major customer escalations, mobilizing cross-functional support, engineering, and service delivery teams, leading executive and customer communications, driving global shift handovers, and tracking service restoration to prevent future risks while working a fixed Thursday to Monday shift.
Responsibilities
- Serve as the accountable incident commander for major customer escalations and Sev1 events during weekend coverage windows.
- Mobilize and align support, engineering, service delivery, and account teams to restore customer environments quickly.
- Translate complex technical diagnostic details into precise updates for executive leadership and enterprise customers.
- Execute complete shift handovers across regional teams to ensure zero loss of momentum and protect customer context.
- Track service restoration to post-incident review and partner with functional owners to eliminate systemic operational risks.
Requirements
- Proven background leading cross-functional response teams through severe enterprise outages or critical infrastructure events.
- Superior ability to lead war rooms and synthesize complex technical issues into clear executive briefings and customer action plans.
- Functional understanding of enterprise infrastructure such as storage, cloud platforms, or virtualization.
- Disciplined adherence to incident management frameworks and strong organizational skills to manage concurrent workstreams.
- Ability to work a fixed Thursday to Monday operational shift structure from the Bangalore office.
Who should apply
This role suits professionals with a strong background in incident leadership, crisis management, and enterprise infrastructure support who thrive under high-pressure conditions. Ideal candidates will possess superior communication skills to bridge technical teams and executive leadership. Because the position requires working a fixed Thursday to Monday shift from the Bangalore office, applicants must be comfortable with this schedule. The posting does not mention whether freshers can apply, so experienced candidates with relevant incident management skills are encouraged to check eligibility.
Frequently asked questions
What is the primary location for the Escalation Manager role at Everpure?
The Escalation Manager position is based in Bangalore, India, operating primarily in an in-office environment.
What shift schedule is required for the Escalation Manager position?
Candidates must be able to work a fixed Thursday to Monday operational shift structure.
What are the main duties of the Escalation Manager at Everpure?
The duties include acting as incident commander for Sev1 events, mobilizing cross-functional teams, leading executive communications, and executing global shift handovers.
Does Everpure require experience in enterprise infrastructure for this job?
Yes, candidates should have a functional understanding of enterprise infrastructure like storage, cloud platforms, or virtualization, alongside incident leadership mastery.
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