Sr. Escalation Engineer
BengaluruFull-timeSenior levelPosted 1 week ago
Senior customer support role at Cisco in Bengaluru.
About the role
Lead P1/P2 incidents and complex customer escalations from intake to resolution or handoff, coordinating cross-functional teams and leadership. Assign actions, track progress, remove blockers, and provide timely, accurate stakeholder updates. Assess risks, drive mitigation plans, and lead post-incident reviews, root-cause analysis, and corrective actions.
What you'll do
- Drive the response to major incidents and complex customer escalations to
- Lead P1/P2 incidents and complex customer escalations from intake to resolution or handoff, coordinating cross-functional teams and leadership
- Assess risks, drive mitigation plans, and lead post-incident reviews, root-cause analysis, and corrective actions
- Develop and improve incident-management processes, playbooks, governance, and operational reporting
What you need
- Escalation handling
- Root cause analysis