Escalation Manager- 37322842

Job Title: Escalation Manager
Location: Noida (Hybrid)
Payroll: OmHRA

Duties

• Manage escalations raised by customers or Adobe employees on technical support cases for DX Enterprise customers, following the procedures defined by the Global Escalations team.
• Ensure intake and acknowledgement of escalation requests received through different channels (CRM, Escalation Form, email, etc.).
• Respond to escalation requests in a timely manner.
• Re-prioritize, re-assign, and/or update escalated support cases by coordinating with support teams, adding notifications or ticket updates as required.
• Ensure the escalation has been understood and that the recommended actions have been implemented by the technical support team.
• Provide regular updates to requesters on the actions being taken to resolve issues related to Adobe DX software products.
• Engage with appropriate customer service organizations within Adobe to redirect out-of-scope escalations.
• Capture and maintain escalation data, including customer details, timestamps, root causes, and resolution actions.
• Ensure quality service delivery and operational performance in accordance with established program guidelines and delivery standards.