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