Senior Escalations Specialist (Manila) — Global Technical & Business Escalations
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
Its fun to work in a company where people truly BELIEVE in what theyre doing!
Job Description:
Global impact one critical moment at a time.
Senior Escalations Specialist (Professional Technical Support)
Who we are
Join the business behind the worlds brands. Were redefining distribution.
Were Ingram Microa peoplefirst technology partner helping businesses run better grow faster and achieve their goals through technology. With operations in 57 countries and a reach that spans nearly 90% of the worlds population we play a critical role in the global IT ecosystem. Our diverse solutions and services portfolio combined with our digital platform Ingram Micro Xvantage enable partners and customers to succeed at scale.
At Ingram Micro we believe technology moves the world forwardbut its our people who make that possible. Lets shape tomorrow.
Collaboration at the heart of stability and trust -- How our team works:
Part of the Global Platform Technology Operations Support (GPTOS) the Global Support and Escalations team protects customer confidence during the most critical timesensitive moments. Working closely with Engineering Product Support Finance Credit Vendor Management Sales and regional leadership we resolve complex technical and business issues with speed clarity and accountability.
Based in Manila this role operates globally supporting stakeholders across APAC EMEA and North America. Success in this highly matrixed environment depends on strong crossfunctional alignment decisive action and disciplined followthrough.
Your role in making an impact -- What youll do as a Senior Escalations Specialist.
Escalation Ownership : Own highseverity and executive customer escalations endtoend serving as the single point of accountability to drive timely resolution while meeting defined escalation processes and SLA/SLO commitments.
ExecutiveLevel Communication : Provide clear concise and executiveready communications to internal leadership and customer Csuite stakeholders maintaining composure professionalism and alignment during highpressure situations.
RCA & Corrective Actions : Lead root cause analysis within established timelines and ensure corrective and preventive actions are tracked to closure to reduce repeat escalations and improve longterm stability.
Process & Governance : Ensure escalation governance is maintained through accurate documentation structured reviews and adherence to established escalation and incident management frameworks.
Data & Continuous Improvement : Leverage data and trend analysis to identify recurring risks and drive continuous improvement initiatives that strengthen operational reliability.
CrossFunctional Collaboration : Coordinate rapid swarming across technical and business teams to remove blockers align stakeholders and deliver effective outcomes across a global matrixed organization.
What you bring to the role
Your strengths our vision
- Approximately 7 years of relevant experience including around 5 years in escalation management incident management technical support or support operations within large global organizations
- Demonstrated success managing executivelevel customer escalations with strong written and verbal communication skills in English
- Experience collaborating across Engineering Product Support Finance Credit Vendor Management Sales and regional teams
- Working knowledge of escalation SOPs SLA/SLO management root cause analysis corrective and preventive action frameworks and swarming models
- Comfort operating across multiple time zones in fastpaced highperformance environments
- Ability to interpret data identify meaningful patterns and translate insights into action
Experience with ITSM tools such as ServiceNow Zendesk or Jira; familiarity with ITIL or structured RCA methodologies; and exposure to automation Lean or continuousimprovement initiatives are helpful and supportedbut not required. Were happy to invest in your learning.
Required Experience:
Senior IC
Key Skills
- Continuous Integration
- Agile
- HTTPS
- SAFe
- Systems Engineering
- Acquisition Strategy
- Requirements Analysis
- Sharepoint
- UML
- Technical Support
- Cerner
- Troubleshooting
About Company
Ingram Micro helps businesses Realize the Promise of Technology™. It delivers a full spectrum of global technology and supply chain services to businesses around the world. Deep expertise in technology solutions, mobility, cloud, and supply chain solutions enables its business partner ... View more
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