{"id":1258062,"url":"https://alion.io/job/centric-software-s-a-cloud-services-escalation-lead","title":"Cloud Services Escalation Lead","company":{"id":1774336,"name":"Centric Software","domain":"centricsoftware.com","url":"https://alion.io/company/centricsoftware","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":79,"open_postings":20,"ghost_share":0,"stale_share":0.85,"repost_share":0,"time_to_fill_p50_days":44,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Campbell, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":130000,"max":160000,"currency":"USD","period":"year","gross":null,"usd_annual":160000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"GCP","optional":false},{"name":"Incident Management","optional":false},{"name":"Datadog","optional":true},{"name":"ITIL","optional":true},{"name":"New Relic","optional":true},{"name":"Prometheus","optional":true},{"name":"Splunk","optional":true}],"status":"live","first_seen_at":"2026-02-12T00:00:00Z","employer_posted_date":"2026-02-12","last_verified_at":"2026-11-10T02:24:34Z","board_verified":true,"closed_at":null,"days_open":271,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":271},"description":"About Centric Software:\nCentric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.\nOur story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo-and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.\nKey Responsibilities\nLead resolution of critical escalations across AWS, Azure, and GCP environments\n\nServe as the final escalation point for complex, customer-impacting incidents\n\nCoordinate cross-functional teams (engineering, support, product) during outages and service disruptions\n\nConduct deep technical investigations and root cause analyses across cloud platforms\n\nDevelop and maintain escalation protocols, incident runbooks, and postmortem documentation\n\nCommunicate incident status and resolution plans to internal and external stakeholders\n\nIdentify patterns in escalations and collaborate with engineering to implement preventive measures\n\nMentor support engineers and contribute to internal knowledge sharing and training initiatives\n\nInfluence product and infrastructure roadmaps to improve reliability and customer experience\n\n Required Skills & Experience\n8+ years in cloud operations, technical support, or infrastructure engineering\n\nHands-on experience with AWS, Azure, and GCP (multi-cloud architecture and troubleshooting)\n\nStrong understanding of networking, security, and distributed systems\n\nProven track record in incident management and escalation handling\n\nExcellent communication and stakeholder management skills\n\nAbility to lead under pressure and drive clarity in ambiguous situations\n\nBachelor's or Master’s in Computer Science, Engineering, or related field\n\nRelevant certifications (e.g., AWS Solutions Architect, Azure Administrator, GCP Professional Cloud Architect) are a plus.\n\nDeliver hands-on technical support for escalations, supporting both internal stakeholders and external customers.\n\nServe as Escalation Lead, owning complex technical issues through in-depth troubleshooting and cross-team coordination.\n\n Preferred Attributes\nStrategic mindset with a bias for action\n\nPassion for operational excellence and customer success\n\nExperience with ITIL, DevOps, and SRE principles\n\nFamiliarity with observability tools (e.g., Datadog, Splunk, New Relic, Prometheus)\n\nThe US base salary range for this full-time position is $130,000 - $160,000 (depending on location). Our salary ranges are determined by role, level and location. The range for each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience and relevant education or training. Please note that the compensation details listed reflect the base salary and certain positions may be offered with additional variable incentives.\nCentric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.","description_format":"text","description_chars":3698,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Consumer Electronics","Sales & Marketing"],"lifecycle":[{"event":"open","at":"2026-09-25T19:35:19Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 3 · green card filings: 2","filings_12m":3,"filings_prev_12m":2,"green_card_filings_12m":2,"median_offered_wage_usd":158500,"route":null,"cap_exempt":false,"checked_at":"2026-11-09T07:32:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.241,"p_room":0.28,"age_days":270,"expected_fill_days":44,"reasons":["conf:9","stale_co","velocity","win:tail","crowd:"],"computed_at":"2026-11-09T06:03:00Z"},"pay":{"stated_usd_annual":160000,"is_top_pay":true},"html_url":"https://alion.io/job/centric-software-s-a-cloud-services-escalation-lead","json_url":"https://alion.io/job/centric-software-s-a-cloud-services-escalation-lead.json","meta":{"generated_at":"2026-11-10T06:52:06Z","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":15986,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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":1774336},"rest":"https://alion.io/mcp/rest/get_company?id=1774336"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcentric-software-s-a-cloud-services-escalation-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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%2Fcentric-software-s-a-cloud-services-escalation-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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%2Fcentric-software-s-a-cloud-services-escalation-lead"},{"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/centric-software-s-a-cloud-services-escalation-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcentric-software-s-a-cloud-services-escalation-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1258062}},{"tool":"search_jobs","arguments":{"company":"centricsoftware.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1258062},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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