Job Summary
We are seeking an experienced ITSM Escalation Manager to manage and drive the end-to-end escalation process within IT Service Management (ITSM). The role involves ensuring timely resolution of critical incidents, managing stakeholder communications, minimizing business impact, and maintaining service excellence aligned with ITIL best practices. Key Responsibilities Incident & Escalation Management Own and manage major incidents and high-priority escalations (P1/P2). Drive war room / bridge calls, coordinate cross-functional teams for faster resolution. Ensure adherence to SLA, OLA, and KPI targets. Act as the single point of contact (SPOC) for business stakeholders during escalations. Stakeholder Management Provide timely, clear, and structured communication to internal and external stakeholders. Manage expectations of leadership, clients, and business users during outages or service disruptions. Prepare and deliver executive-level status updates and reports. Service Improvement Identify recurring issues and drive problem management and root cause analysis (RCA). Work with technical teams to implement preventive and corrective actions. Support continuous service improvement (CSI) initiatives. Process & Governance Ensure all escalation processes comply with ITIL frameworks and organizational standards. Maintain and enhance escalation procedures, runbooks, and playbooks. Conduct post-incident reviews and ensure RCA documentation is completed. Performance Monitoring & Reporting Track metrics such as: MTTR (Mean Time to Resolution) Incident response time SLA breaches Generate daily/weekly/monthly reports on escalation trends and performance. Team Collaboration Collaborate with Service Desk, Infrastructure, Application, and Vendor teams. Act as a bridge between technical teams and business stakeholders. Mentor junior staff on escalation handling and communication best practices. Required Skills & Competencies Strong understanding of ITIL (Incident, Problem, Change Management). Proven experience in handling Major Incident Management (MIM). Excellent communication and stakeholder management skills. Strong analytical and troubleshooting mindset. Ability to work under pressure in high-impact, time-sensitive situations. Experience with tools like ServiceNow, Remedy, Jira, or similar ITSM platforms. Qualifications Bachelor’s degree in IT / Computer Science / Engineering or related field. ITIL Foundation (mandatory); ITIL Intermediate/Expert preferred. Certifications in ServiceNow or project management (PMP/Prince2) are a plus. Preferred Experience Experience in client-facing roles or managed services environments. Exposure to multi-vend
Key Responsibilities
2. Create And Execute Action Plans To Boost Business Productivity With Supervisor Approval.
3. Validate Business Requirements To Enhance Process Workflows And Customer Satisfaction.
4. Manage Client And Business Relationships To Ensure Project Progress And Functionality Enhancements.
5. Lead Process Specialists To Deliver Quality Project Outcomes.