Escalation Manager

Role Overview

• Lead the operational management of high-severity incidents and customer escalations across the OneStream Cloud platform.
• Serve as the central coordination point during critical incidents, ensuring appropriate teams are engaged and resolution efforts remain focused and efficient.
• Act as the incident manager during major incidents, maintaining situational awareness, coordinating response activities, and ensuring accountability for resolution actions.
• Facilitate incident response calls, coordinate technical teams, and maintain executive-level communication during major incidents.
• Clearly identify and assign resolution ownership to reduce ambiguity during incidents.
• Ensure customers receive timely updates, clear communication, and strong ownership throughout the escalation lifecycle.
• Own the operational incident lifecycle including incident declaration, coordination, escalation, communication, and post-incident review.
• Drive root cause analysis (RCA) processes and ensure corrective and preventative actions are implemented and tracked to completion.
• Track and manage escalated issues to resolution while identifying patterns, systemic risks, and recurring operational gaps.
• Develop and improve incident management frameworks, escalation procedures, severity definitions, and operational runbooks.
• Partner with cross-functional teams to reduce recurring incidents through automation, resiliency improvements, and architectural enhancements.
• Monitor escalation metrics and operational KPIs including MTTR, incident frequency, and customer impact.
• Lead post-incident reviews and drive accountability for operational improvements.
• Own and drive measurable incident outcomes, including reduction in MTTR and reduction of recurring incidents.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field, or equivalent professional experience.
• 5+ years of experience in cloud operations, incident management, site reliability engineering, or technical escalation management.
• Proven experience coordinating and managing high-severity incidents in production cloud or SaaS environments.
• Strong understanding of cloud infrastructure, distributed systems, networking fundamentals, and enterprise SaaS operations.
• Experience coordinating cross-functional technical teams during complex production incidents.
• Demonstrated experience operating incident management platforms used to coordinate major incident response (e.g., PagerDuty, Opsgenie, ServiceNow, or similar).
• Experience using observability and monitoring tools to support incident diagnosis and response.
• Demonstrated ability to communicate effectively with both technical teams and executive stakeholders during high-impact situations.
• Strong analytical and problem-solving skills with the ability to drive root cause analysis and systemic resolution of operational issues.

Tech Stack

• Cloud
• Distributed Systems
• ServiceNow

Benefits

• Vision
• Medical
• Life
• Dental
• 401K