Senior Escalations Specialist (manila) — Global Technical & Business Escalations

INGRAM MICRO

Taguig City, Philippines
High-severity escalation ownership
Executive-level communication
Root cause analysis
The Global Support and Escalations team protects customer confidence during the most critical, time-sensitive moments

Job Summary

  • The Global Support and Escalations team protects customer confidence during the most critical, time-sensitive moments.
  • Success in this highly matrixed environment depends on strong cross-functional alignment, decisive action, and disciplined follow-through.
  • Leverage data and trend analysis to identify recurring risks and drive continuous improvement initiatives that strengthen operational reliability.

Matching Summary

The Global Support and Escalations team protects customer confidence during the most critical, time-sensitive moments.

Skills & Requirements

Must-have

  • High-severity escalation ownership
  • Executive-level communication
  • Root cause analysis
  • Cross-functional collaboration
  • Global, matrixed organization

Nice-to-have

  • Continuous improvement initiatives
  • ITSM tools familiarity
  • ITIL methodologies
  • Structured RCA methodologies

Key Requirements

  • Approximately 7 years of relevant experience
  • Around 5 years in escalation management
  • Demonstrated success managing executive-level customer escalations
  • Strong written and verbal communication skills in English
  • Working knowledge of escalation SOPs, SLA/SLO management

Work Rights

Not specified

Tailored Resume

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