Principal Escalation Manager Job Category: Client Support Location: India - Karnataka - Bangalore **Meet Our Team:** ​​The Global ServiceOrganisationteamdeliver outstanding levels of service and satisfaction to our clients by creating, operating and continuously improving a robust operational framework that is well communicated, transparent and proactive. Our goal is to create unprecedented levels of trust with both our clients and internal stakeholders. **Picture Yourself at Pega:** Pega is changing the way the world builds software. Our goal is to be the no. 1 CRM SaaS company in the world. As a Principal Escalation Manager, you will play a key role in the Global Service Operations Team to execute Pega’s critical escalation policies with a high sense of urgency. You will communicate the status of incidents both internally and externally, collaborate with cross-functional teams, and serve as a critical point-of-contact for escalated incidents. You will also analyze existing problems, prepare troubleshooting methodologies, and drive the SRE teams and service owners for speedy issue resolution.​​​ **What You'll Do at Pega:** + ​​​​Coordinate High Impacting Escalation Response for complex service outages and contribute to the continuous improvement of Pega’s Incident Management processes and methodologies. + ​Manage incoming critical escalations from executives and/or key customers and coordinate the appropriate response across multiple functions to facilitate swift resolution of those situations. + ​Set clear escalation resolution objectives (exit criteria) and ensure that all the involved parties understand the issue, action plan, and path to remediation/resolution. + ​Lead cross-functional post-incident process reviews to ensure continuous improvement of operations. **Who You Are:** + 5-9 years of Incident/Escalation Management Experience + 2+ years of direct or related experience in a SaaS or hosted application service provider environment + Fast learner with excellent verbal and written communication skills + Experience in driving situation management for highly escalated issues + Comfortable in representing escalated issues (in real-time) to technical and non-technical teams + A decisive individual with excellent judgment and decision-making abilities + Knowledge of public and private cloud vendor infrastructure and architecture concepts + Strong team-building skills and ability to effectively communicate with technical and non-technical personnel **What You've Accomplished:** + Email: ​​Collaborated with cross-functional teams to deliver a unified support experience to customers. + ​Facilitated bridge calls with multiple participants for triage and service restoration activities. + ​Driven service restoration efforts keeping diverse support teams focused on the tasks at hand, executed incident resolution process, and ensured high levels of customer satisfaction. + ​Managed teams of individual contributors, mentored them to achieve their very best + ​Used basic troubleshooting skills to analyze a problem and engaged other technical experts to investigate further based on the analysis. + ​Worked directly with customers (as needed) to provide assurance and resources according to their requirements. + ​Assessed operational inefficiencies and delivered concise recommendations.​ **Pega Offers You:** + Gartner Analyst acclaimed technology leadership across our categories of products + Continuous learning and development opportunities + An innovative, inclusive, agile, flexible, and fun work environment + Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company + \#LI-SK1 Job ID: 22225 **AI in Action –** Pega embraces the power of artificial intelligence. We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes. **Culture –** At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes. We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role. As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law. **Export Compliance –** For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals. **Accommodations –** If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process,or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits. It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law. https://www.pega.com/about/careers/equal-employment-opportunity