{"id":1174327,"url":"https://alion.io/job/hp-inc-executive-escalations-manager","title":"Executive Escalations Manager","company":{"id":72,"name":"HP Inc.","domain":"hp.com","url":"https://alion.io/company/hewlett-packard","size_band":"5000+","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"C","score":62,"open_postings":189,"ghost_share":0.439,"stale_share":0.413,"repost_share":0.423,"time_to_fill_p50_days":21,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":27000,"max_usd":60000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1735},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-24T10:32:42Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-25T02:49:33Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Executive Escalations ManagerDescription -\nJob Summary\nThis role is responsible for independently handling complex customer issues, resolving intricate technical problems related to hardware and software, and providing comprehensive responses about services, products, and technical matters. The role guides customers proactively and maintains customer relationships, while also coordinating work and leading complex requests. The role also contributes to process improvements, and mentors lower-level roles for optimal organizational performance. Responsibilities\nAddresses complex customer issues independently, ensuring adherence to established protocols.\nResolves difficult and complex technical problems related to hardware and software through interactions with customers and proactive notification systems.\nProvides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement, such as warranty coverage through mission-critical support.\nGuides customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.\nEstablishes and maintains trusted relationships within customer accounts across the spectrum of technical users.\nProvides resolutions and feedback by performing root cause analysis of outages and trends to address issues promptly and effectively.\nCoordinates departmental work, identifies improvement opportunities, and ensures effective business controls for streamlined processes.\nLeads and assigns responsibilities for complex requests, contributing innovative concepts, and implementing changes for process improvement.\nProactively monitors and troubleshoots complex problems, collaborating with exempt-level employees to develop recommendations.\nAnalyzes tasks, collaborates with internal partners, and provides mentoring and guidance to lower-level roles, aiming to enhance organizational performance. Education & Experience Recommended\nHigh School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.\nTypically has 8+ years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field. Preferred Certifications ITIL\nMS Office\nKnowledge & Skills\nActive Directory\nAgile Methodology\nAutomation\nComputer Hardware\nComputer Science\nDesktop Support\nHelp Desk Support\nInformation Technology Infrastructure Library\nIssue Tracking\nIT Service Management\nMicrosoft Office 365\nMicrosoft Windows 10\nOperating Systems\nTechnical Support Cross-Org Skills\nEffective Communication\nResults Orientation\nLearning Agility\nDigital Fluency\nCustomer Centricity Impact & Scope\nImpacts multiple departments and leads large, cross-division functional teams or projects. Complexity\nWorks on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems. Disclaimer\nThis job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.\nJob -\nServicesSchedule -\nFull timeShift -\nNo shift premium (India)Travel -\nRelocation -\nEqual Opportunity Employer (EEO)-\nHP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).\nPlease be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.\nFor more information, review HP’sEEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal \"","description_format":"text","description_chars":4524,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Consumer Electronics","Hardware","Laptops"],"lifecycle":[{"event":"open","at":"2026-09-24T10:32:42Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":21,"reasons":["conf:0","win:early","comp:brand"],"computed_at":"2026-09-25T03:26:30Z"},"pay":null,"html_url":"https://alion.io/job/hp-inc-executive-escalations-manager","json_url":"https://alion.io/job/hp-inc-executive-escalations-manager.json","meta":{"generated_at":"2026-09-25T03:26:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3779,"day_limit":5000,"remaining_today":1221,"minute_limit":60,"resets_at":"2026-09-26T00:00:00Z"}}}