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

INGRAM MICRO

Manila, Philippines
Not specified (potentially hybrid or onsite considering the global nature of the role)
High-severity escalation ownership
Executive-level communication
Root cause analysis
Ingram Micro is seeking a Senior Escalations Specialist in Manila, Philippines, to manage high-severity customer escalations, ensuring timely resolution and effective communication with executive stakeholders. This role requires strong cross-functional collaboration and a focus on continuous improvement in a global, fast-paced environment

Job Summary

  • Own high-severity and executive customer escalations end-to-end, serving as the single point of accountability to drive timely resolution while meeting defined escalation processes and SLA/SLO commitments.
  • Provide clear, concise, and executive-ready communications to internal leadership and customer C-suite stakeholders, maintaining composure, professionalism, and alignment during high-pressure situations.
  • Leverage data and trend analysis to identify recurring risks and drive continuous improvement initiatives that strengthen operational reliability.

Matching Summary

Match Score: 85

Ingram Micro is seeking a Senior Escalations Specialist in Manila, Philippines, to manage high-severity customer escalations, ensuring timely resolution and effective communication with executive stakeholders. This role requires strong cross-functional collaboration and a focus on continuous improvement in a global, fast-paced environment.

Skills & Requirements

Must-have

  • High-severity escalation ownership
  • Executive-level communication
  • Root cause analysis
  • Cross-functional collaboration
  • Global operations support

Nice-to-have

  • People-first technology partner
  • Collaboration at the heart of stability
  • Continuous improvement initiatives
  • Fast-paced, high-performance environments

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
  • Comfort operating across multiple time zones

Work Rights

Not specified

Tailored Resume

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