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 escalating risks that may impact performance.
• Assess the severity, impact, and urgency of issues to establish appropriate response and escalation paths.
• Track and manage escalations to ensure commitments, action items, and resolution timelines are met.
• Provide regular updates to clients, leadership, and stakeholders regarding issue status, risks, and mitigation plans.
• Partner with Engineering, Product, Delivery, Support, and Operations teams to resolve complex technical and business issues.
• Identify recurring issues and collaborate with teams to implement preventive and long‑term corrective actions.
• Develop and maintain escalation processes, documentation, and operational best practices.
• Monitor escalation trends and metrics to identify opportunities for process improvement and risk reduction.
• Support post‑incident reviews and root cause analysis activities to improve operational effectiveness.
• Foster strong relationships with clients and internal stakeholders to build trust and confidence during critical situations.
• Experience collaborating with globally distributed teams.

Qualifications

• 10+ years of professional experience in escalation management, service delivery, customer success, technical support leadership, operations management, or related roles.
• Proven experience managing high‑priority customer escalations and critical incidents.
• Proven experience ensuring compliance with SLAs, service‑level objectives, and operational performance metrics in client‑facing environments.
• Strong stakeholder management skills, including experience working directly with clients and executive leadership.
• Excellent communication, presentation, and conflict‑resolution skills.
• Strong analytical and problem‑solving abilities, with the ability to make sound decisions under pressure.
• Experience coordinating cross‑functional teams across technical and non‑technical disciplines.
• Ability to manage multiple escalations simultaneously while maintaining attention to detail and urgency.
• Experience conducting root cause analysis and driving corrective action plans.li>
• Strong organizational, prioritization, and follow‑through skills.
• Experience working in Agile, technology, or service delivery environments.
• Experience working with distributed teams and global stakeholders.
• Availability to support the project during Eastern Time (EST) business hours and collaborate effectively with stakeholders operating in that time zone.

Additional Information Perks you enjoy at KMSMexico

• Mexican law benefits
• 15 days of PTO (in year zero, from the first year onwards it is 3 days per year).
• 5 days' leave for the death of immediate family members, negotiable.
• Major Medical Expenses Insurance with coverage for immediate dependents (spouse and children).
• Annual performance bonus (10% of annualized salary).
• Annual salary adjustment.
• Employee Referral Bonus.
• Paid Certifications / Courses
• Coursera License.
• 5% Savings Fund.
• 5% Grocery Vouchers.