Escalations Technical Leader
BengaluruFull-timeJunior levelPosted 1 week ago
Customer support role at Cisco in Bengaluru.
About the role
Lead P1/P2 incidents and complex customer escalations, coordinating cross-functional teams through resolution. Drive action tracking, ownership, stakeholder communication, and risk mitigation. Lead post-incident reviews, root-cause analysis, and corrective actions. Improve incident-management processes, playbooks, governance, and operational reporting.
What you'll do
- Lead P1/P2 incidents and complex customer escalations, coordinating cross-functional teams through resolution
- Drive action tracking, ownership, stakeholder communication, and risk mitigation
- Lead post-incident reviews, root-cause analysis, and corrective actions
- Improve incident-management processes, playbooks, governance, and operational reporting
- Conduct crisis simulations and tabletop exercises to strengthen readiness
What you need
- Escalation handling
- Root cause analysis
- Communication