Incident and Escalation Manager - Cloud Services
Confidential • singapore, singapore • Posted June 24, 2026
Position Overview
Key Responsibilities
- Serve as the primary point of contact for internal and external stakeholders during incidents and escalations.
- Collaborate with customer teams, field teams, senior management, cloud operations, customer success managers, support teams, and engineering to resolve escalations efficiently.
- Manage escalation resolution, including recovery, event timeline analysis, root cause identification, and the creation and communication of Root Cause Analysis (RCA) reports.
- Derive and implement lessons learned to drive continuous improvement.
- Oversee Cloud customer escalations, assuming accountability and leading incident and escalation calls.
- Identify and communicate customer impact and urgency, driving appropriate actions with technical teams.
- Interface with technical teams to investigate incidents, gather data, and derive lessons learned.
- Provide regular updates to customers, account teams, c...