Escalation Manager
Pure StorageRaleigh, North Carolina
Full Time
Posted March 25, 2026
$122k - $183k
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Job Description
The role involves leading critical incident management and escalation processes for complex technical crises in enterprise storage and cloud infrastructure, providing decisive leadership, strategic communication, and cross-functional coordination to ensure rapid resolution and alignment with business objectives.
Key Responsibilities
- Serve as the primary escalation authority for critical incidents in the EMEA region, leading cross-functional teams to resolve urgent issues.
- Coordinate and align global response teams across multiple regions to ensure seamless incident management and resolution.
- Develop and manage executive summaries and incident reports, translating technical failures into clear business risk narratives for leadership.
- Partner with account teams to ensure remediation efforts align with customer business objectives and support long-term relationships.
- Identify governance gaps during high-severity incidents and implement process improvements to prevent recurrence.
- Assess and validate recovery strategies across enterprise storage, networking, virtualization, and cloud architectures to ensure technical soundness and risk mitigation.
- Manage multiple high-severity incidents concurrently using incident management tools, maintaining operational rigor under pressure.
Requirements
- Ten (10) years of experience in Critical Incident Management, Technical Support Leadership, or Escalation Management, preferably within the enterprise storage, SaaS, virtualization, or cloud infrastructure industry.
- Proven ability to remain unflappable under extreme pressure, with the executive presence to command respect from senior leaders and the emotional intelligence to manage high-stress stakeholder dynamics.
- Advanced capability to assess and validate recovery strategies across enterprise storage, networking, virtualization, and cloud architectures, ensuring technical paths forward are sound and risk-aware.
- Exceptional storytelling skills with expertise in drafting high-quality Root Cause Analyses (RCAs) and incident reports that distill complex data into actionable executive insights.
- Deep proficiency in managing multiple concurrent high-severity incidents using tools like ServiceNow or JIRA, combined with a run-to-the-fire mindset to proactively mitigate early risk signals.
- Ability to serve as the single point of truth and decisive leader for critical escalations, actively directing cross-functional teams toward urgent resolution.
- Experience in rapidly assembling and aligning global teams across EMEA, US, and APJ regions, ensuring seamless handoffs and sustained execution momentum across time zones.
- Ability to author and govern all Executive Summaries, translating complex technical failures into clear business risk narratives for leadership visibility and confidence.
- Partnering with Account Teams to ensure remediation efforts align with customer business objectives, safeguarding long-term relationship health and renewal confidence.
- Converting high-severity incidents into measurable operational improvements by identifying governance gaps and implementing structured process improvements to prevent recurrence.
- Proficiency in working from an office environment in Raleigh, North Carolina, in compliance with company policies, unless on PTO, work travel, or other approved leave.
Benefits & Perks
Salary range: 122,000 - 183,000 USD annually
Work environment: primarily in-office in Raleigh, North Carolina
Work schedule: flexible time off, with expectations to work from the office unless on PTO, travel, or approved leave
Additional benefits: incentive pay and/or equity, wellness resources, company-sponsored team events, accommodations for disabilities, inclusive and supportive company culture
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