8,858 Escalation jobs in India
Escalation Manager
Posted 1 day ago
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Job Description
Key Responsibilities:
Act as the primary point of contact for escalated customer issues, ensuring timely acknowledgment, investigation, and resolution.
Engaging with NOC team leads and supervisors (Transport; E-IP) as needed to provide white gloved experience to strategic customers.
Coordinate across internal teams (e.g., Network Operations, Field Engineering, Customer Support, Billing) to drive quick resolution of service-impacting issues.
Lead incident response for major outages or critical service degradations; provide real-time updates to stakeholders and customers.
Analyse incidence summary and identify root cause analysis (RCA) for recurring issues and work with relevant teams to implement corrective and preventive actions.
Track, document, and report escalation trends, outcomes, and improvements to senior leadership.
Maintain escalation response playbooks, SLAs, and protocols to ensure consistent and effective handling of critical issues.
Qualifications:
Bachelor’s degree in Information Technology, Telecommunications, Engineering, or related field.
3 to 5 years of experience in technical support, service delivery or network operations, preferably in the ISP or telecom industry.
Proven experience handling escalations and leading cross-functional resolution efforts under pressure.
Ability to defuse and calm intensified situations
Attention to detail to ensure proper dissemination of internal and external communication
Update and “clean up” tickets as needed
Strong understanding of ISP infrastructure, broadband technologies, and network troubleshooting principles.
Excellent verbal and written communication skills; ability to communicate complex technical issues to non-technical stakeholders.
Strong analytical and problem-solving abilities with a customer-first mindset.
Experience with incident management tools, ticketing systems, and escalation tracking dashboards.
ITIL or related service management certification is a plus.
Payment Escalation
Posted 4 days ago
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Key Responsibilities
● Manage and resolve payment escalations, ensuring timely resolution of disputes and transaction discrepancies.
● Oversee failure payments, including trace & recalls, outgoing/incoming returns, and inbound payment discrepancies.
● Monitor and assign cases across payment investigation workflows, ensuring efficient tracking and resolution.
● Coordinate with financial institutions, payment processors, and internal teams to resolve escalated payment issues. Job Description
● Ensure compliance with global financial regulations and internal SLA-driven workflows.
● Analyze failure payment trends and recommend process improvements to enhance efficiency.
● Provide training and mentorship to junior analysts, ensuring best practices in payment dispute resolution.
● Maintain high accuracy in documentation and reporting, adhering to regulatory standards. Requirements
● Bachelor's degree in Finance, Accounting, or a related field.
● 3- 4 years in payment investigations, reconciliation, or financial operations, with leadership experience.
● Proficiency in payment tracking tools, financial compliance platforms, and reconciliation software.
● Strong analytical mindset, leadership abilities, and effective communication skills.
● Experience in high-value payment investigations, risk assessment, and fraud detection within multiple payment schemes.
Escalation Manager
Posted today
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Responsibilities
- Oversee the day-to-day operations of the Incident Management Team
- Act as a senior agent who will drive customer satisfaction through customer support
- Act as a mentor and provide oversight, coaching, and training to IM staff
- Be the point of contact when it comes to technical escalations
- Record and track team SLAs and workflows
- Provide support where needed for both internal and external customers.
- Clearly communicate escalated issues to Tier 3 and product managers as needed
- On-board all new IM team members
- Assist in the creation of the team KPIs as well as monitor and report on results
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Work to create any relevant support material for the team
- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
- Implement any necessary preventive measures to reduce customer faults and issues
- BS degree in Information Technology, Computer Science or equivalent
- Proven working experience in enterprise technical support, Product support.
- Proven people management and leadership skills
- Excellent communicator, both oral and written
- Strong problem solving and communication skills
- Strong analytical skills to investigate and resolve customer support tickets
- Able to multi-task efficiently under time pressure
- Previous experience in managing customer focused teams ,Proven experience in managing a service and support focused team culture
Skills Required
Incident Management, enterprise support , Root Cause Analysis, Kpi Monitoring
Grievance escalation
Posted today
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Job Title: Grievance Escalation Executive
Location: Bangalore
Experience Required: 6 months to 1 year
Employment Type: Full-time
Job Summary:
We are looking for a proactive and empathetic Grievance Escalation Executive to handle customer complaints and ensure timely resolution of escalated issues. The ideal candidate should have experience in customer support or grievance redressal and must possess excellent communication and problem-solving skills.
Key Responsibilities:
• Handle and resolve escalated customer grievances through calls, emails, or other communication channels.
• og and track complaints, ensuring all escalations are documented accurately in the system.
• C llaborate with internal teams (e.g., operations, product, customer support) to investigate and resolve issues.
• P ovide timely follow-ups to customers and ensure a positive resolution experience.
• E calate critical issues to senior management when necessary.
• I entify patterns in complaints and suggest process improvements.
• M intain compliance with company policies and regulatory guidelines in handling grievances.
Requirements:
• 6 months to 1 year of experience in customer service, grievance redressal, or related fields.
• S rong verbal and written communication skills in English (other regional languages are a plus).
• E pathetic, patient, and solution-oriented approach to customer handling.
• F miliarity with CRM tools (e.g., Zendesk, Freshdesk) is preferred.
• A ility to multitask and work in a fast-paced environment.
• G aduate in any discipline (preferably in Business, Communications, or related field).
Preferred Skills:
• C nflict resolution and de-escalation skills
• A tention to detail and analytical thinking
• A ility to work independently as well as in a team
Education
Bachelor of Applied Science (BAS), Bachelor Of Pharmacy (B.Pharm), Bachelor Of Computer Application (B.C.A), Bachelors of Law (B.L/L.L.B), Bachelor of Commerce (B.Com), Bachelor of Dental Surgery (B.D.S), Bachelor of Ayurvedic Medicine and Surgery (BAMS), Bachelor of Social Work (B.S.W), Bachelor of Music, Bachelor of Arts (B.A), Bachelor of Architecture (B.Arch), Bachelor of Health Science, Bachelor of Science (B.Sc), Bachelor of Interdisciplinary Studies, Bachelor Of Technology (B.Tech/B.E), Bachelor of Education (B.Ed), Bachelor of Music Education (B.M.E.), Bachelor of Liberal Arts (BLA/ALB), Bachelor in General Studies (BGS), Bachelor in Hotel Management (B.H.M), Bachelor of Homeopathic Medicine and Surgery (BHMS), Bachelor of Business Administration (B.B.A), MBBS
Skills Required
Excellent English, Hindi
Escalation Engineer
Posted today
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About Netskope
Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.
Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, St. Louis, Bangalore, London, Paris, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive.Visit us at Please follow us on and Twitter.
About the position:
Netskope’s customers include some of the largest Fortune 500 companies that demand best in class customer support. You will be the primary point of contact for dealing with top-class IT administrators. Netskope is looking for an experienced enterprise TAC engineer who is passionate and motivated to make an impact.
Job Responsibilities:
Job Requirements:
Desired Technical Skills :
Additional Skills:
Education:
Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.
Netskope respects your privacy and is committed to protecting the personal information you share with us, please refer to for more details.
Escalation Engineer
Posted today
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Riverbed. Empower the Experience
Riverbed, the leader in AI observability, helps organizations optimize their user’s experiences by leveraging AI automation for the prevention, identification, and resolution of IT issues. With over 20 years of experience in data collection and AI and machine learning, Riverbed’s open and AI-powered observability platform and solutions optimize digital experiences and greatly improves IT efficiency. Riverbed also offers industry-leading Acceleration solutions that provide fast, agile, secure acceleration of any app, over any network, to users anywhere. Together with our thousands of market-leading customers globally – including 95% of the FORTUNE 100 – we are empowering next-generation digital experiences.
Position
Our people tell us life at Riverbed is collaborative, creative, challenging and fun. They’re an impressive team of individuals, and we think they’re on to something.
Riverbed enables organizations to maximize performance and visibility for networks and applications, so they can overcome complexity and fully capitalize on their digital and cloud investments. The Riverbed Network and Application Performance Platform enables organizations to visualize, optimize, remediate, and accelerate the performance of any network, for any application.
The platform addresses performanceand visibility holistically with best-in-class WAN optimization, network performance management (NPM), application acceleration (including Office 365, SaaS, client, and cloud acceleration), and enterprise-grade SD-WAN. Riverbed’s 30,000+ customers include 99% of the Fortune 100.
What you will do
What makes you an ideal candidate
What we offer
Our employee benefits including flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives are some of the reasons why we have had great success in bringing in new talent. In addition, our global employee wellness programs are crafted to support the physical, emotional, and financial well-being of our employees.
Benefits & Perks vary by Country.
About Riverbed
With a 20-year history of innovation, Riverbed is agile, yet proven, and we are disrupting the market with differentiated solutions that enable our customers to deliver secure, seamless digital experiences and accelerate enterprise performance While we are a ‘customer-first’ company, we are all about our people with a shared commitment to creating a global impact. We bring our best selves to work and pursue excellence, trust, and respect for one another. We welcome and encourage transparency and open communication throughout the company. We strive to be an inclusive, fair, and enjoyable workplace for our people globally and care about their wellbeing. We are committed to our people, partners, and customers while supporting the communities where we work and live. It’s the Power of WE that binds us together.
Escalation Officer
Posted today
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Job Description
*Min 1 year Escalation experience (overall should be 2 years)
*Excellent communicator
*Salary up to - 30K (Non PF)
*Rotational shift - Including night for Male (Female rotational day shift)
Rotational 2 week off
Pay: ₹20,000.00 - ₹30,000.00 per month
Day range:
- Monday to Friday
- Weekend availability
Shift:
- Rotational shift
Ability to commute/relocate:
- Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)
Application Question(s):
- What is your notice period?
- Can you work rotational shift?
- Whats your current location?
- Whats your gender
- Are you willing to relocate
- Do you have good escalation and communication skills
- Whats your current salary?
**Education**:
- Secondary(10th Pass) (preferred)
**Experience**:
- minimum one year escalation (required)
**Language**:
- Fluent English (preferred)
Shift availability:
- Night Shift (preferred)
- Day Shift (preferred)
Willingness to travel:
- 25% (preferred)
Work Location: In person
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Moderation Escalation Specialist
Posted today
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Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators.
At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device.We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there.
A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone.
Roblox’s Safety Operations - Moderation Product Support team is dedicated to protecting our users and developers from individuals who want to cause harm on our platform, within the online gaming environment. The Moderation Operations team are subject matter experts for content safety policies, and apply their knowledge to empower moderation scale across the Roblox platform. This is a critical team for our users, developers, and creators!
The Moderation Escalation Specialist role will focus on three key areas: improving the service Roblox provides for the internal safety escalation process, serving as an authoritative subject matter expert when high-impact users and developers are moderated, and providing policy teams with exceptional data sets of trustworthy labels so that Roblox safety policy can be developed effectively.
Please note: This role may review graphic, controversial, and sometimes offensive content in line with Roblox’s policies. This role will also require some on-call or shift support.
This role will report to the Moderation Product Support team manager.
You will:
You Have:
Roles that are based in our San Mateo, CA Headquarters are in-office Tuesday, Wednesday, and Thursday, with optional in-office on Monday and Friday (unless otherwise noted).
Embedded Escalation Engineer
Posted 3 days ago
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Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
Interested in being on the cutting edge of Cloud Services? Then come join the Dynamics business unit as an Embedded Escalation Engineer (EEE) supporting Dynamics 365 and Power Platform products
As a EEE, you will be an elite member of the support team and have opportunities to integrate deeply with the Dynamics 365 and Power Platform Product Group. You will lead engineering investigations to bring quicker issue resolution to Support incidents impacting our customers, to improve their experience and drive key service improvements.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a EEE, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.
You will solve customer reported incident and escalations, participate in the AI Journey Microsoft is driving at this moment, participating in the implementation of AI Solutions and AI Agents to bring the next level of support experience in the different stages of the customer reported incidents, such as detection, troubleshooting, resolution, and the identification of emerging trends or re-occurring escalation scenarios. This can include a range of potential work item categories, such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Dynamics support.
You will contribute to the Product improvements by filing impactful bugs, design change requests and recommend other ways to prevent future customers from getting impacted. As a trusted advisor to the Dynamics engineering team, you will suggest changes to future versions to better equip our support teams as well as our Partners and Customers and help influence in-market solutions today. As a customer ambassador, you will also partner with the engineering leadership for strategic technical, architectural and design discussions, and represent the customer voice in planning efforts. These strategic areas of focus will target our highest impact pain points for our Partners, Customers and support team members.
Beyond extensive technical focus, this role requires the ability to communicate issues and recommendations clearly, concisely and build broad relationships with influencers to impact key business results for our business and our customers.
This role is flexible in that you can work up to 50% from home.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**
Response and Resolution
Reviews highly complex issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., debugging) to help resolve customer issues. Supports the business both locally and globally to drive business. Serves as a technical escalation point.
Resolves highly complex cases and by working on the end-to-end on case resolution. Serves as an escalation point for other engineers to assist in resolving cases. May have to work with product group or engineering team.
Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
Readiness
Assists in the development of end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) for new and existing technology.
Product/Process Improvement
Acts as a trusted advisor to the product group, in a designated discipline or technology, to influence, improve, or propose fixes.
Contributes to product improvements by filing bugs and design change requests, and recommends potential fixes to validate resolution prior to shipping to customer or production in order to prevent customers from being impacted.
Reviews diagnostic processes and collaborates to design complete systems that simplify tools automation and eliminate systematic diagnostic issues. Builds automation tools.
Makes improvements based on feedback provided. Translates feedback and creates processes and workflows for case resolution.
Leads case triage meetings and/or case discussions to share knowledge with other engineers and develop customer solutions. Takes learnings from triage meetings to communicate readiness needs to manager or readiness team.
Business Integration
Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams.
**Qualifications**
Required Qualifications:
- Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experience
o OR 7+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience
Language Qualification
English Language: fluent in reading, writing and speaking.
Preferred Qualifications:
- Proven 7+ years of technical experience over Dynamics 365 and Power Platform products
- AI experience in building solutions
- AI Agents creation experience for workflow automations
- Knowledge of other associated technologies to the Dynamics Stack, such as:
- Azure
- SQL Knowledge
- Kusto
- Networking
- Coding experience (different languages appreciated)
- Azure AI Foundry
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .
Lead Escalation Engineer
Posted today
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Job Description
Cloud Software Group is a technology company offering enterprise software solutions that focus on data, automation, insight, and collaboration across various cloud environments, including private, public, managed, and sovereign clouds; essentially providing tools for businesses to manage digital workspaces, data analytics, and application delivery through well-known brands like Citrix NetScaler and TIBCO Spotfire.
About This Team:
Support Engineering Team also known as the escalation team is the highest level technical support team assisting customers to provide timely solutions for their environments and the issues. This team also plays key role in identifying potential product bug and liaison with respective teams for product improvements and stability.
About This Job
You have a Engineering university degree, combined with at least eight years of tech support experience in a large enterprise environment.
You have acquired a solid understanding of windows (both client & Server OS) as well as Linux networking (DNS / DHCP / IP) and basics networking knowledge, including TCP / UDP / SSLN. You are comfortable working in solving problems / debugging ASP.NET based multi-
tenant cloud services, and have proven understanding Windows. Ideally, you have also acquired industry certifications in the areas of Virtualization and/or Cloud which includes working knowledge of AWS / Azure / ESXi.
If this sounds like you, we would love to speak to you right away.
Position Overview
The Lead Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their
integration into enterprise-wide mixed environments. The incumbent often assists less senior colleagues - conducting cases reviews and providing mentorship to ensure quicker resolution. Uses sophisticated technical troubleshooting skills acquired through wide-ranging
experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors.
Job Description/Responsibilities:
Works to achieve operational targets with major impact on the departmental results.
Contributes to the development of goals for the department and planning efforts (budgets, operational plans, etc.).
May manage large projects or processes that span outside of immediate job area.
Work is performed with limited oversight.
Responsible for making moderate to significant improvements of processes, systems or products to enhance performance of job area.
Problems and issues faced are numerous and undefined, and require detailed information gathering, analysis and investigation to understand the problem.
Problems typically impact multiple departments or specialties.
Problems are typically solved through drawing from prior experience and analysis of issues.
Communicates with parties within and outside of own job function.
Typically has responsibility for communicating with parties external to the organization (e.g., customers, vendors, etc.)
Works to influence parties within and outside of the job function at an operational level regarding policies, procedures and practices.
Typically responsible for providing guidance, coaching and training to other employees within job area.
Typically responsible for managing major/complex projects at this level, involving delegation of work and review of work products.
Required Experience/Skills:
Must have a Graduate Degree in BE/B.Tech from a recognized university
We are looking for a minimum of 8 years of IT support experience.
Proficient with managing escalated and challenging customer situations
You need experience installing, configuring and administering: Active Directory, Group Policies, and Windows Server Architecture. You will have a working understanding of networking protocols, security technologies, and topography.
We need you to have a basic understanding of Databases (SQL preferred) and SAN technologies for this role.
In order to provide premier support you need general knowledge of scripting (Powershell etc) or introductory coding knowledge.
You should have a deep understanding of OS Internals.
Preferred Certifications:
Citrix / Microsoft / VMware
Citrix XenApp / XenDesktop solid understanding
Virtualization / Cloud solid understanding (AWS / Azure / ESXi)
Networking / Active Directory
Optional Experience/Skills:
Linux, Hypervisor, thin clients
About Us:
Cloud Software Group is one of the world’s largest cloud solution providers, serving more than million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.
Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.
If you need a reasonable accommodation due to a disability during any part of the application process, please email us at for assistance.