Technical Escalation Project Manager
Blackbaud (company site, opens in a new tab)5+ yrsHyderabadOn-siteDirect career pageEst. 12–20 LPA
Posted on 21 Sept
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Job description
Structured overview of role & requirements
About This Role
- Serve as central coordinator for high-severity technical escalations, leading cross-functional teams and customer stakeholders through resolution.
- Maintain and drive accountability over escalation action plans, timelines, risks, dependencies, and ownership ensuring commitments are met.
- Deliver clear, audience-tailored updates and executive summaries on escalation status, risks, and mitigation efforts, enhancing customer transparency and trust.
Minimum Requirements
- 5+ years experience in project management, escalation management, incident coordination, or related customer-facing technical roles.
- Experience coordinating cross-functional teams during major incidents with knowledge of support operations and incident management practices.
- Ability to work primarily aligned with U.S. business hours (9 AM to 5 PM ET) including availability for after-hours and holiday support as needed.
- Proficiency with project/case management tools such as Salesforce or Microsoft Project; familiarity with ITIL, Agile, PMP, or similar frameworks preferred.
Ideal Candidate Profile
- Experienced in managing complex, high-impact technical escalations requiring cross-team coordination and executive communication.
- Strong operational focus with expertise in risk management, dependency tracking, and structured escalation documentation.
- Familiar with leveraging AI-assisted tools and frameworks to enhance escalation workflows and operational excellence.