Incident & Escalation Lead- Enterprise Customers

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Incident & Escalation Lead – Enterprise Customers based in India. We are looking for an experienced Incident & Escalation Lead to manage complex customer escalations and protect relationships with enterprise clients. In this global role, you will take ownership of high-stakes situations where customer trust, business continuity, and retention are at risk. You will coordinate cross-functional teams across Engineering, Support, Product, Customer Success, and Sales to drive clear action plans and timely resolutions. Acting as a trusted customer advocate, you will lead executive communications, ensure accountability, and guide relationship recovery after critical events. You will also contribute to improving escalation frameworks, communication standards, and operational playbooks. Joining a distributed, follow-the-sun team, you will collaborate across regions to support enterprise customers around the clock.