Lead Analyst-Escalation Manager-(5-10 Years)

Position Description:

Company Profile:
Founded in 1976 CGI is among the largest independent IT and business consulting services firms in the world. With 94000 consultants and professionals across the globe CGI delivers an end-to-end portfolio of capabilities from strategic IT and business consulting to systems integration managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at .

Position: Lead Analyst-Escalation Manager
Experience: 5-10 years
Category: Software Development/ Engineering
Shift Timing: Rotational Shift (willing to work in Night shift and weekend coverage on rotational Basis)
Location: Chennai /Mumbai
Position ID: J1125-1383
Employment Type: Full Time

End-to-End Escalation Management
Own and drive high-priority customer escalations from initiation to closure ensuring timely resolution and clear communication throughout the process.

Your future duties and responsibilities:

Customer Satisfaction: Work closely with customers to understand concerns provide transparent updates and ensure expectations are met or exceeded.

Stakeholder Communication: Maintain consistent and accurate communication with internal and external stakeholders ensuring alignment on status risks and action plans.

Cross-Functional Coordination: Collaborate with Product Engineering Operations and Support teams to remove roadblocks and expedite issue resolution.

Root Cause Analysis & Prevention: Facilitate post-incident reviews identify root causes and partner with relevant teams to implement long-term corrective actions.

Operational Excellence: Monitor escalation trends generate reports and highlight improvement opportunities to enhance support processes and customer experience.

Service Delivery Governance: Ensure SLA adherence drive continuous improvement and maintain high standards of service delivery performance.

Required qualifications to be successful in this role:

Must-Have Skills:
510 years of experience in Escalation Management Customer Success or similar customer-facing operations.
Strong communication and stakeholder management skills with the ability to interact confidently with senior leadership.
Proven track record of handling critical escalations in a fast-paced environment.
Ability to work cross-functionally and influence without authority.
Experience in incident management problem management or ITIL processes (preferred).
Strong analytical decision-making and conflict-resolution skills.
Ability to remain calm organized and solution-oriented during high-pressure situations.

Skills:

• Business Analysis
• Customer Experience Management
• Advantage HRM
• English

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.