Escalation Manager at KMS Technology

Guadalajara, jalisco, Mexico -

Full Time

Start Date

Immediate

Expiry Date

22 Sep, 26

Salary

0.0

Posted On

24 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Escalation Management, Incident Management, Stakeholder Management, Conflict Resolution, Root Cause Analysis, SLA Compliance, Cross-functional Coordination, Problem Solving, Analytical Thinking, Agile Methodology, Service Delivery, Customer Success

Industry

Software Development

Description

Company Description At KMS Technology, we are dedicated to delivering cutting-edge solutions and services that empower businesses to achieve their goals. Our team is composed of highly skilled professionals who are passionate about technology and innovation. We provide a dynamic and collaborative work environment where you can grow your career and make a significant impact. Job Description We are seeking an experienced Escalation Manager with 10+ years of professional experience to lead the management and resolution of critical issues, customer escalations, and high-priority incidents. This role is responsible for coordinating cross-functional teams, driving timely resolutions, maintaining stakeholder communication, and minimizing business impact during escalated situations. The ideal candidate is a strong communicator and problem solver who can effectively manage competing priorities, navigate complex situations, and provide leadership during high-pressure scenarios. This role requires close collaboration with clients, engineering teams, delivery teams, and business stakeholders to ensure escalations are handled efficiently and professionally. Responsibilities Serve as the primary point of contact for critical incidents, customer escalations, and high-priority operational issues. Lead the escalation management process from identification through resolution, ensuring timely communication and follow-up. Coordinate cross-functional teams to investigate issues, identify root causes, and drive resolution plans. Facilitate escalation meetings, status updates, and stakeholder communications throughout the incident lifecycle. Monitor and drive adherence to SLAs, operational metrics, and service commitments, proactively escalating risks that may impact performance. Assess the severity, impact, and urgency of issues to establish appropriate response and escalation paths. Track and manage escalations to ensure commitments, action items, and resolution timelines are met. Provide regular updates to clients, leadership, and stakeholders regarding issue status, risks, and mitigation plans. Partner with Engineering, Product, Delivery, Support, and Operations teams to resolve complex technical and business issues. Identify recurring issues and collaborate with teams to implement preventive and long-term corrective actions. Develop and maintain escalation processes, documentation, and operational best practices. Monitor escalation trends and metrics to identify opportunities for process improvement and risk reduction. Support post-incident reviews and root cause analysis activities to improve operational effectiveness. Foster strong relationships with clients and internal stakeholders to build trust and confidence during critical situations. Experience collaborating with globally distributed teams. Qualifications 10+ years of professional experience in escalation management, service delivery, customer success, technical support leadership, operations management, or related roles. Proven experience managing high-priority customer escalations and critical incidents. Proven experience ensuring compliance with SLAs, service-level objectives, and operational performance metrics in client-facing environments. Strong stakeholder management skills, including experience working directly with clients and executive leadership. Excellent communication, presentation, and conflict-resolution skills. Strong analytical and problem-solving abilities, with the ability to make sound decisions under pressure. Experience coordinating cross-functional teams across technical and non-technical disciplines. Ability to manage multiple escalations simultaneously while maintaining attention to detail and urgency. Experience conducting root cause analysis and driving corrective action plans. Strong organizational, prioritization, and follow-through skills. Experience working in Agile, technology, or service delivery environments. Experience working with distributed teams and global stakeholders. Availability to support the project during Eastern Time (EST) business hours and collaborate effectively with stakeholders operating in that time zone. Additional Information Perks you enjoy at KMS Mexico Mexican law benefits 15 days of PTO (in year zero, from the first year onwards it is 3 days per year). 5 days' leave for the death of immediate family members, negotiable. Major Medical Expenses Insurance with coverage for immediate dependents (spouse and children). Annual performance bonus (≈10% of annualized salary). Annual salary adjustment. Employee Referral Bonus. Paid Certifications / Courses Coursera License. 5% Savings Fund. 5% Grocery Vouchers.

Responsibilities

Lead the resolution of critical customer escalations and high-priority incidents by coordinating cross-functional teams. Maintain stakeholder communication and implement long-term corrective actions to minimize business impact.