Lead Analyst-Escalation Manager-(5-10 Years)

Company Profile:
Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.

Position: Lead Analyst-Escalation Manager
Experience: 5-10 years
Category: Software Development/ Engineering
Shift Timing: Rotational Shift (willing to work in Night shift and weekend coverage on rotational Basis)
Location: Chennai /Mumbai
Position ID: J1125-1383
Employment Type: Full Time

End-to-End Escalation Management
Own and drive high-priority customer escalations from initiation to closure, ensuring timely resolution and clear communication throughout the process.

Your future duties and responsibilities

Customer Satisfaction: Work closely with customers to understand concerns, provide transparent updates, and ensure expectations are met or exceeded.

Stakeholder Communication: Maintain consistent and accurate communication with internal and external stakeholders, ensuring alignment on status, risks, and action plans.

Cross-Functional Coordination: Collaborate with Product, Engineering, Operations, and Support teams to remove roadblocks and expedite issue resolution.

Root Cause Analysis & Prevention: Facilitate post-incident reviews, identify root causes, and partner with relevant teams to implement long-term corrective actions.

Operational Excellence: Monitor escalation trends, generate reports, and highlight improvement opportunities to enhance support processes and customer experience.

Service Delivery Governance: Ensure SLA adherence, drive continuous improvement, and maintain high standards of service delivery performance.

Required qualifications to be successful in this role

Must-Have Skills:
 5–10 years of experience in Escalation Management, Customer Success, or similar customer-facing operations.
 Strong communication and stakeholder management skills, with the ability to interact confidently with senior leadership.
 Proven track record of handling critical escalations in a fast-paced environment.
 Ability to work cross-functionally and influence without authority.
 Experience in incident management, problem management, or ITIL processes (preferred).
 Strong analytical, decision-making, and conflict-resolution skills.
 Ability to remain calm, organized, and solution-oriented during high-pressure situations.

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.