Key Responsibilities

• Serve as the primary point of contact for internal and external stakeholders during incidents and escalations.
• Collaborate with customer teams, field teams, senior management, cloud operations, customer success managers, support teams, and engineering to resolve escalations efficiently.
• Manage escalation resolution, including recovery, event timeline analysis, root cause identification, and the creation and communication of Root Cause Analysis (RCA) reports.
• Derive and implement lessons learned to drive continuous improvement.
• Oversee Cloud customer escalations, assuming accountability and leading incident and escalation calls.
• Identify and communicate customer impact and urgency, driving appropriate actions with technical teams.
• Interface with technical teams to investigate incidents, gather data, and derive lessons learned.
• Provide regular updates to customers, account...