GCP Escalation Manager

Job Description:

Essential Skills & Experience

• Strong understanding of service operations and metrics
• To act as a techno manager by having Experience in technology and Process in order to address the escalations.
• Engage timely required technical stakeholders and normalise customer sentiment
• Strong ownership and engagement to navigate various internal teams like TECH, ENG, Account team etc.
• Identify the hurdles and engage the right tech teams to get the faster resolution for escalated cases.
• Solid internal stakeholder and external stakeholder management Leadership and execution skills to identify Product, Process and People improvements and drive them

• Handle customer case escalations.
• Acknowledge the escalated case.
• Engage TSR, SME or Oncaller to get faster resolution.
• Ensure assignment of correct case owner & engage them.
• Understand the impact and urgency of the issue, determine appropriate next steps & engage all relevant parties to agree on the action items/Next steps and communicate with the Customer with a meaningful update.
• Monitor case continuously and update customers accordingly to track the escalation to closure.
• Engage Vendors and Google Vendor Operations Team as needed for escalation, resolution, handoff & closure process.
• Coordinate with case owner to create cases/bugs and consults for tracking as needed
• Send executive summary of issues to internal Google executives
• Identify causes of escalation and propose process and product improvements to address gaps.