Lead Consultant - Escalation Manager

Ensures all accountable parties execute on success plan activity and that all stakeholders receive updates pertinent to their level of involvement.

Serves as the single point of contact for global teams on complex escalated issues.

Takes ownership, sets expectations, and drives resolution.

Collaborates with global teams in troubleshooting and defining action plans to bring support issues to resolution.

Monitors progress of incidents and works with Product Management and R&D teams to ensure appropriate resources have been allocated and that resources are effectively working on the issue.

Identifies areas of improvement with company products.

Creates and maintains lines of communication with internal resources (Sales, Professional Services, Support, and R&D). client used email and teams for these lines of communications.

Actively reviews root cause of escalations and works with appropriate teams to ensure continuous improvements of products and services.

Tracks and analyzes trends of escalated issues highlighting and accounting for areas of risk, including those in Problem Management cycle.

Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization

Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer

About Company

Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.