Posted 6 days ago

Escalation Manager

BangaloreOn-site

AI Summary

Leads weekend global incident command for critical customer escalations, uniting engineering and support teams to stabilize enterprise outages and drive follow-the-sun handovers across AMER, APJ, and EMEA.

About this role

Everpure (NYSE: P) has evolved from storage pioneer to data platform, closing fiscal 2026 with $3.7 billion in revenue, its first billion-dollar quarter, and accelerating growth into FY27. Our strategic agenda spans the companies defining the next era of technology - hyperscalers, AI labs, the AI hardware supply chain, data platform providers, and the broader AI ecosystem.

This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.

THE ROLE

As the Escalation Manager, Weekend Global Coverage, you will serve as the crucial command lead safeguarding customer trust during high-stakes, critical events across AMER, APJ, and EMEA. Operating within our global follow-the-sun coverage model, you are the decisive voice when a Sev1 or critical customer event occurs, rapidly uniting engineering, support, and executive leadership to stabilize complex enterprise scenarios. This high-impact role sets the standard for weekend operational excellence, turning chaotic technical crises into clear, swift paths to resolution and ensuring seamless cross-regional transitions.

WHAT YOU'LL DO

Command Critical Escalations: Serve as the accountable incident commander for major customer escalations (CIEs/Sev1s) during the weekend US coverage window, establishing clear decision rights, working cadences, and swift mitigation strategies.
Unify Cross-Functional Teams: Mobilize and align Support, Escalations Engineering, Service Delivery, and Account teams to ensure technical responders have immediate context and unblocked paths to restore customer environments.
Lead Executive & Customer Communications: Translate fast-moving, complex technical diagnostic details into precise, highly coherent updates for executive leadership and global enterprise customers, keeping stakeholders continuously aligned.
Drive Global Follow-the-Sun Handovers: Execute complete, high-quality shift handovers across regional teams, eliminating duplicated investigation, protecting customer context, and ensuring zero loss of momentum across time zones.
Prevent Recurrent Risk: Track service restoration through to post-incident review, capturing actionable root-cause insights and partnering with functional owners to eliminate systemic operational or product risks.

WHAT YOU BRING

Incident Leadership Mastery: Proven background leading cross-functional response teams through severe enterprise outages, data access incidents, or business-critical infrastructure events under high-pressure conditions.
Strategic Communication & Command: Superior ability to lead war rooms and synthesize complex enterprise technical issues into clear, impactful executive briefings and step-by-step customer action plans.
Enterprise Tech & Process Savvy: Functional understanding of enterprise infrastructure (such as storage, cloud platforms, or virtualization) alongside disciplined adherence to incident management frameworks.
Operational Drive & Ownership: High organization skills to manage multiple concurrent workstreams, establish rapid accountability, and meticulously track follow-up commitments to complete resolution.
Location & Shift Availability: Ability to work a fixed Thursday–Monday operational shift structure. We are primarily an in-office environment and therefore, you will be expected to work from the Bangalore office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave.

WHAT YOU CAN EXPECT FROM US:

Innovation: We celebrate those who think critically, like a challenge, and aspire to be trailblazers.
Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology™, Fortune's Best Workplaces in the Bay Area™, and certified as a Great Place to Work®!
Team: We build each other up and set aside ego for the greater good.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events. Check out http://benefits.everpuredata.com/ for more information.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA-Ops@purestorage.com if you’re invited to an interview.

OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:

We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.

Everpure is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.

Join us and bring your best.

Bring your bold.

Pure and simple.

Skills

Cloud PlatformsCross-functional CoordinationExecutive CommunicationIncident ManagementPost-Incident ReviewRoot Cause AnalysisService RestorationStorage InfrastructureVirtualizationWar Room Leadership