Incident & Escalation Manager

Sitecore is seeking an experienced Incident & Escalation Manager in Kuala Lumpur, Malaysia. This critical role involves leading incident management, ensuring timely resolution, and coordinating with teams to diagnose issues. The manager will also handle escalations from report to resolution, serving as the primary contact for stakeholders. Responsibilities include detailed reporting, effective communication with technical and non-technical personnel, and continuous process improvement. A basic understanding of Azure and/or AWS technologies is required to collaborate with technical teams and enhance support efficiency.

Must Have

• Lead incident management process for timely resolution.
• Coordinate teams to diagnose and troubleshoot issues.
• Manage escalations from report to resolution, ensuring satisfaction.
• Serve as primary contact for escalated issues.
• Compose detailed incident and escalation reports.
• Maintain accurate records of incidents and escalations.
• Communicate effectively with stakeholders at all levels.
• Possess basic understanding of Azure and/or AWS technologies.
• Bachelor's degree in IT, Computer Science, or related field.
• Proven experience in incident and escalation management.
• Ability to operate effectively under pressure and manage multiple priorities.
• Excellent problem-solving skills and attention to detail.
• Ability to work collaboratively with cross-functional teams.
• Strong organizational skills and ability to maintain accurate records.

Good to Have

• Experience with ITIL or similar incident management frameworks.
• Knowledge of Sitecore products and services.
• Experience operating across various support tools (DevOps, Jira).
• Certification in Azure or AWS technologies.

Description

About Us:

At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale.

As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic.

Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.

As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences. Learn more at Sitecore.com

About the Role/ The Opportunity:

We are seeking an experienced and dynamic Incident & Escalation Manager to join our team. This role is critical in managing and resolving incidents and escalations, ensuring that our customers receive timely and effective support. The ideal candidate will have strong communication skills, the ability to operate under pressure, and a basic understanding of Azure and/or AWS technologies.

What You’ll Do:

• Incident Management:
• Lead the incident management process, ensuring timely resolution of incidents.
• Coordinate with various teams to diagnose and troubleshoot issues.
• Monitor incident trends and implement corrective measures to prevent recurrence.
• Escalation Management:
• Manage escalations from initial report to resolution, ensuring customer satisfaction.
• Serve as the primary point of contact for escalated issues, both internally and externally.
• Collaborate with different management layers to facilitate swift resolution of escalations.
• Ensure escalations are handled in accordance with established SLAs and policies.
• Reporting and Documentation:
• Compose detailed incident and escalation reports for internal and external stakeholders.
• Maintain accurate records of incidents and escalations, including root cause analysis and resolution steps.
• Provide regular updates to senior management on the status of critical incidents and escalations.
• Communication:
• Communicate effectively with technical and non-technical stakeholders at all levels.
• Prepare and deliver clear, concise communications and presentations.
• Liaise with customers to provide updates and gather feedback on incident and escalation handling.
• Technical Proficiency:
• Possess a basic understanding of Azure and/or AWS technologies.
• Collaborate with technical teams to understand and address the technical aspects of incidents and escalations.
• Continuous Improvement:
• Identify opportunities for process improvements in incident and escalation management.
• Implement best practices to enhance the efficiency and effectiveness of the support process.
• Conduct post-incident reviews and contribute to knowledge base articles.

What You Need to Succeed

• Bachelor's degree in information technology, Computer Science, or a related field.
• Proven experience in incident and escalation management, preferably in a technology or SaaS environment.
• Strong communication skills, both written and verbal.
• Ability to operate effectively under pressure and manage multiple priorities.
• Basic understanding of Azure and/or AWS technologies.
• Excellent problem-solving skills and attention to detail.
• Ability to work collaboratively with cross-functional teams and build strong relationships.
• Strong organizational skills and the ability to maintain accurate records.

Additional Skills That Could Set You Apart

• Experience with ITIL or similar incident management frameworks.
• Knowledge of Sitecore products and services.
• Experience operating across various support tools, such as DevOps, Jira etc.
• Certification in Azure or AWS technologies.

Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.