Incident and Escalation Manager - Cloud Services
Location
singapore, singapore
Job Type
Full-time
Category
Other-General
Posted
July 26, 2026
- Join a global team of Incident and Escalation Managers, orchestrating efforts, resources, investigations, reports, and communications throughout the incident lifecycle.
- Serve as the primary point of contact for internal and external stakeholders during incidents and escalations.
- Collaborate with customer teams, field teams, senior management, cloud operations, customer success managers, support teams, and engineering to resolve escalations efficiently.
- Manage escalation resolution, including recovery, event timeline analysis, root cause identification, and the creation and communication of Root Cause Analysis (RCA) reports.
- Derive and implement lessons learned to drive continuous improvement.
- Own end-to-end management of customer escalations and incidents, including leading incident bridges and driving resolution across teams.
- Act as the central point of ownership for critical cus...