Escalation Manager (Guadalajara)

At KMS Technology, we are dedicated to delivering cutting‑edge solutions and services that empower businesses to achieve their goals. Our team is composed of highly skilled professionals who are passionate about technology and innovation. We provide a dynamic and collaborative work environment where you can grow your career and make a significant impact.

Responsibilities

• Serve as the primary point of contact for critical incidents, customer escalations, and high-priority operational issues.
• Lead the escalation management process from identification through resolution, ensuring timely communication and follow‑up.
• Coordinate cross‑functional teams to investigate issues, identify root causes, and drive resolution plans.
• Facilitate escalation meetings, status updates, and stakeholder communications throughout the incident lifecycle.
• Monitor and drive adherence to SLAs, operational metrics, and service commitments, proactively e...