Delivery & Escalation Manager

Job Title: Delivery & Escalation Manager

Experience Required : 10+ years

Job Purpose

The Delivery & Escalation Manager is responsible for ensuring predictable project delivery, disciplined escalation management, and SLA governance across customer engagements. The role requires a strong working understanding of cloud platforms (AWS and Azure), IT infrastructure, security, and compliance frameworks to effectively review escalations, validate root cause analyses, challenge remediation plans, and communicate confidently with customers and internal technical teams. The position focuses on governance, accountability, and continuous improvement rather than hands-on technical execution.

Key Responsibilities

Escalation & Incident Management

• Own and manage all L2/L3 escalations with structured RCA and resolution plans
• Ensure every escalation is documented, reviewed, and closed with preventive actions
• Escalate to senior leadership only when unavoidable and with complete data

Project Delivery Ownership

• Own project timelines, milestones, dependencies, and delivery commitments
• Ensure projects are delivered on time with defined scope and acceptance criteria
• Track risks, delays, and mitigation plans proactively

Ticketing & SLA Governance

• Enforce strict discipline in ticket logging, classification, prioritization, and SLA adherence using Zoho Help Desk
• Prevent any free or untracked work outside contracted SLAs
• Conduct regular audits to ensure system hygiene

Review, RCA & Continuous Improvement

• Conduct monthly reviews of top recurring issues, noisy alerts, and escalations
• Drive reduction of repeat issues through runbooks and permanent fixes
• Ensure escalations are not accepted without prior runbook reference

Tech Consultant (TC) Engagement

• Engage Tech Consultants strictly in an advisory and architecture review capacity
• Ensure ownership and execution decisions remain within internal teams

Capability & Competency Building

• Ensure teams achieve defined DevOps and technical competencies within set timelines
• Validate capabilities through audits and practical assessments

Knowledge Management

• Ensure creation, maintenance, and active usage of runbooks and documentation
• Enforce knowledge sharing without creating single points of dependency

Certification & Upskilling

• Ensure self and team complete relevant certifications aligned to supported services.
• Avoid irrelevant or vanity certifications

Capacity & Bandwidth Management

• Present monthly bandwidth utilization reports highlighting bottlenecks and risks
• Identify overload conditions early and recommend corrective actions

Stakeholder Communication

• Ensure disciplined, timely, and professional communication with customers and internal stakeholders
• Govern SLA commitments and ensure acknowledgment and resolution timelines are met

Success Metrics

• ≥90% on-time project delivery
• 100% escalations to be closed with documented RCA and fix plans
• Reduction in repeat issues quarter-on-quarter
• 100% ticket and SLA compliance
• Measurable improvement in team capability and documentation usage

Job Type: Full-time

Pay: ₹900,000.00 - ₹1,200,000.00 per year

Benefits:

• Health insurance
• Paid time off
• Provident Fund
• Work from home

Work Location: In person