Incident and Escalation Manager - Cloud Services

Responsibilities:

• 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 customer issues, ensuring alignment and coordination across Cloud Delivery support teams, R&D, and other stakeholders.
• Assess and communicate customer impact, urgency, and business risk, driving appropriate prioritization and escalation handling.
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