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Escalation Management Jobs (NOW HIRING)

Apex Informatics

Infrastructure Escalation Manager

This position will provide oversight and management of escalations from the business and within Global Hosting. The ideal candidate will have strong Infrastructure, Cloud and Operations experience in ...

Waymo

Escalation Manager Lead

Tempe, AZ · On-site

$190K - $234K/yr

From component sourcing to end customer management, we enable and create value for Waymo through ... Directly manage, mentor, and develop a team of 24/7 Escalation Managers, ensuring consistent ...

Apex Informatics

Infrastructure Escalation Manager

This position will provide oversight and management of escalations from the business and within Global Hosting. The ideal candidate will have strong Infrastructure, Cloud and Operations experience in ...

Waymo

Escalation Manager Lead

Tempe, AZ

$190K - $234K/yr

From component sourcing to end customer management, we enable and create value for Waymo through ... Directly manage, mentor, and develop a team of 24/7 Escalation Managers, ensuring consistent ...

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How much do escalation management jobs pay per hour?

As of Jun 9, 2026, the average hourly pay for escalation management in the United States is $52.65, according to ZipRecruiter salary data. Most workers in this role earn between $25.96 and $74.52 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive in the Escalation Management position, and why are they important?

To thrive in Escalation Management, a strong background in customer service, issue resolution, and analytical problem-solving is essential, often supported by experience in a relevant industry or technical field. Familiarity with CRM tools such as Salesforce or Zendesk, ticketing systems, and sometimes ITIL or similar certifications are commonly required. Exceptional communication, emotional intelligence, and conflict resolution skills help individuals excel in high-pressure situations. These abilities enable escalation managers to efficiently handle complex issues, maintain client satisfaction, and support overall organizational goals.

What is an Escalation Management job?

An Escalation Management job involves handling complex customer or internal issues that cannot be resolved through standard support channels. Escalation Managers assess the situation, coordinate with relevant teams, and implement solutions to resolve critical problems efficiently. They act as a bridge between customers, support teams, and upper management to ensure a smooth resolution process. Strong communication, problem-solving, and conflict-resolution skills are essential for this role.

What are the main challenges faced in an Escalation Management role, and how can I prepare for them?

One of the main challenges in Escalation Management is handling high-stress situations involving dissatisfied customers or urgent technical issues, often under tight deadlines. To prepare, it’s helpful to develop strong problem-solving abilities, practice clear and empathetic communication, and become comfortable working with cross-functional teams. You may frequently coordinate between technical staff, account managers, and clients to achieve timely resolutions. Familiarity with your company's products or services also goes a long way in effectively managing and resolving escalations. By proactively building these skills, you’ll be better equipped to handle the dynamic and fast-paced nature of this role.

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Escalation Management jobs near you
Infographic showing various Escalation Management job openings in the United States as of May 2026, with employment types broken down into 98% Full Time, and 2% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $109,520 per year, or $52.7 per hour.
Infrastructure Escalation Manager

Infrastructure Escalation Manager

Apex Informatics

Remote

Other

Posted 12 days ago

Job description

Title: Infrastructure Escalation Manager
Location: Remote
Duration: 6+ months extendable
Job Description:
The Global Hosting team is responsible for managing Infrastructure Operations. These teams consist of Service Delivery (ITSM function), Cloud Operations, Database Management, Storage/Backup/Monitoring and Network. This position will provide oversight and management of escalations from the business and within Global Hosting. The ideal candidate will have strong Infrastructure, Cloud and Operations experience in enterprise environments. This person has strong technical capabilities and is a confident communicator. They will be able to multitask in a face-paced environment with short timelines and high visibility from our clients and internal customers. This person will interface with Infrastructure Architects, Application teams, Business Units, and Senior Leadership.
The ideal candidate will be comfortable communicating at all levels and have a broad technical understanding. This person should have above average written and verbal communication skills as well as Project management and presentation skills. They should have experience in gathering requirements and be results-oriented.
Essential Duties and responsibilities
    • Respond to critical escalations across Global Hosting teams, the Business Units and Senior Leaders across the business.
    • Track deliverables and drive results, frequently working with technical teams, architects, and business leaders.
    • Ensure appropriate participation from all stakeholders and regular reporting on progress, calling out delays and roadblocks and proposing workarounds.
    • Provide SME-level expertise. This requires a broad infrastructure background, ability to communicate technical terminology
    • Analysis of Infrastructure-related issues and identify proactive improvement measures
    • Ability to bring cross-functional teams together for a common goal
    • Experience with Process orchestration and Operational Efficiency
    • Utilize operational expertise to assist with driving resolution efforts regarding mission critical incidents
    • Understanding of infrastructure and application architecture and able to communicate effectively in relation to that architecture
    • Adherence to ITIL and ITSM Best Practices
    • Ability to work independently and manage multiple responsibilities simultaneously
    • An energetic individual who works with a high sense of urgency, A problem solver,
    • Can drive disparate teams through positive influence
    • Ability to deliver nuanced communication
    • Willingness and ability to speak up and take control of a situation. Must possess confidence and strong technical communication skills.

Key Requirements
    • Bachelor's Degree or equivalent relevant experience
    • Above average written and verbal communication skills
    • In-depth conceptual and practical knowledge related to IT Infrastructure & Operations
    • Experience Azure, AWS and Cloud Networking as well as common operational functions such as Storage/Backup/Monitoring
    • Demonstrated analytical and problem-solving skills with strong attention to detail
    • Ability to drive projects forward with limited oversight
    • 10+ years of supporting IT operations in a large-scale environment
    • 3+ years of Cloud, Infrastructure and Network experience
    • Able to work independently and drive efforts to completion.
    • Strong communication, problem solving, and analytical skills
    • Able to manage project requirements and timelines independently

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