Company Description

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.

We are seeking an experienced Escalation Manager with 10+ years of professional experience to lead the management and resolution of critical issues, customer escalations, and high-priority incidents. This role is responsible for coordinating cross-functional teams, driving timely resolutions, maintaining stakeholder communication, and minimizing business impact during escalated situations.
- 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 mainta

📌 Escalation Manager (Guadalajara)
🏢 KMS Technology
📍 Guadalajara