{"id":2529515,"url":"https://alion.io/job/blackbaud-technical-escalation-project-manager","title":"Technical Escalation Project Manager","company":{"id":36535,"name":"Blackbaud","domain":"blackbaud.com","url":"https://alion.io/company/blackbaud","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":33000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":20},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Project","optional":false},{"name":"Incident Management","optional":true}],"status":"live","first_seen_at":"2026-09-21T00:00:00Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-10-14T16:59:24Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"We’re looking for a highly organized, adaptable, and detail-oriented Technical Escalation Project Manager to serve as the communication and execution hub for high-severity technical escalations. In this role, you’ll bring structure, clarity, and accountability to complex situations by coordinating cross-functional teams, driving execution, and ensuring stakeholders remain aligned on priorities, risks, timelines, and outcomes. Working closely with Support, Engineering, Product, Customer Success, and leadership teams, you’ll help accelerate resolution efforts while creating a transparent and consistent experience for customers. This is a unique opportunity to combine project leadership, operational excellence, and AI-forward innovation in a role that helps Blackbaud continue to power social impact organizations with confidence and trust.\nWork Location & Schedule\nWork Location: Sky tech, Financial District, Hyderabad, India\nWork Schedule:\nThis role supports customers and stakeholders primarily during U.S. business hours. \nAbility to work a schedule aligned with U.S. business hours, generally 9:00 AM to 5:00 PM Eastern Time (ET), with availability for customer-facing engagements during that time.\nParticipation in after-hours support rotations and select holiday coverage may be required based on product, region, or business neeed.\nWhat you'll do\nLead high-severity technical escalations by serving as the central point of coordination across internal teams and customer stakeholders, ensuring clear communication and aligned execution throughout the escalation lifecycle.\nDrive accountability and progress by maintaining action plans, timelines, risks, dependencies, and ownership, ensuring commitments are documented, understood, and completed.\nTranslate complex technical information into clear, concise, and audience-appropriate updates for customers, executives, and cross-functional partners to support informed decision-making.\nPartner with Customer Success, Support, Engineering, and Product teams to create a consistent customer experience during critical incidents while maintaining transparency and trust.\nDeliver executive-ready summaries, stakeholder briefings, and escalation updates that provide clear visibility into status, impact, risks, mitigation efforts, and next steps.\nImprove operational excellence by facilitating post-incident reviews, identifying recurring process gaps, and enhancing escalation playbooks, governance standards, communication templates, and AI-powered automation capabilities.\nWhat you'll bring\n5+ years of experience in project management, escalation management, incident coordination, technical operations, or a related customer-facing technical environment.\nKnowledge of technical support operations and major incident management practices, with experience coordinating cross-functional teams during high-impact customer events.\nUnderstanding of project execution disciplines including risk management, dependency tracking, action ownership, timeline management, and stakeholder communications.\nExperience creating executive communications, customer-facing updates, status reporting, and structured escalation documentation that drives action and accountability.\nProficiency with project and case management platforms such as Salesforce, Microsoft Project, or similar systems; familiarity with AI-assisted workflow automation, ITIL, Agile, PMP, or related frameworks is preferred.\n\"Leverage AI-assisted tools to accelerate delivery and improve quality and actively experiment with emerging capabilities as they evolve.\"\nStay up to date on everything Blackbaud, follow us on Linkedin, X, Instagram, Facebook and YouTube \nBlackbaud powers social impact through purpose-driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.\nBlackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.","description_format":"text","description_chars":4376,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Nonprofits & Foundations","Nonprofit, Church & Membership Software"],"lifecycle":[{"event":"open","at":"2026-10-14T12:35:29Z"}],"visa":[],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":1,"p_active":0.72,"p_room":0.75,"age_days":24,"expected_fill_days":28,"reasons":["conf:12","win:late"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/blackbaud-technical-escalation-project-manager","json_url":"https://alion.io/job/blackbaud-technical-escalation-project-manager.json","meta":{"generated_at":"2026-10-15T09:29:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14228,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":36535},"rest":"https://alion.io/mcp/rest/get_company?id=36535"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fblackbaud-technical-escalation-project-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fblackbaud-technical-escalation-project-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fblackbaud-technical-escalation-project-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/blackbaud-technical-escalation-project-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fblackbaud-technical-escalation-project-manager"}]}