**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 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.
- Strong organizational, prioritization, and follow-through skills.
- Experience working in Agile, technology, or service delivery environments.
- Experience working with distributed teams and general 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 KMS_**_ _**_Mexico_**
- 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.

📌 Escalation Manager (Guadalajara)
🏢 KMS Technology
📍 Guadalajara