It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description:
Senior Escalations Specialist (Professional, Technical Support)
Who we are
Join the business behind the world’s brands. We’re redefining distribution.
We’re Ingram Micro—a people‑first technology partner helping businesses run better, grow faster, and achieve their goals through technology. With operations in 57 countries and a reach that spans nearly 90% of the world’s population, we play a critical role in the global IT ecosystem. Our diverse solutions and services portfolio, combined with our digital platform Ingram Micro Xvantage, enable partners and customers to succeed at scale.
At Ingram Micro, we believe technology moves the world forward—but it’s our people who make that possible. Let’s shape tomorrow.
Collaboration at the heart of stability and trust -- How our team works:
Part of the Global Platform Technology Operations Support (GPTOS), the Global Support and Escalations team protects customer confidence during the most critical, time‑sensitive moments. Working closely with Engineering, Product, Support, Finance, Credit, Vendor Management, Sales, and regional leadership, we resolve complex technical and business issues with speed, clarity, and accountability.
Based in Manila, this role operates globally, supporting stakeholders across APAC, EMEA, and North America. Success in this highly matrixed environment depends on strong cross‑functional alignment, decisive action, and disciplined follow‑through.
Your role in making an impact -- What you’ll do as a Senior Escalations Specialist.
Escalation Ownership : Own high‑severity and executive customer escalations end‑to‑end, serving as the single point of accountability to drive timely resolution while meeting defined escalation processes and SLA/SLO commitments.
Executive‑Level Communication : Provide clear, concise, and executive‑ready communications to internal leadership and customer C‑suite stakeholders, maintaining composure, professionalism, and alignment during high‑pressure situations.
RCA & Corrective Actions : Lead root cause analysis within established timelines and ensure corrective and preventive actions are tracked to closure to reduce repeat escalations and improve long‑term stability.
Process & Governance : Ensure escalation governance is maintained through accurate documentation, structured reviews, and adherence to established escalation and incident management frameworks.
Data & Continuous Improvement : Leverage data and trend analysis to identify recurring risks and drive continuous improvement initiatives that strengthen operational reliability.
Cross‑Functional Collaboration : Coordinate rapid swarming across technical and business teams to remove blockers, align stakeholders, and deliver effective outcomes across a global, matrixed organization.
What you bring to the role
Your strengths, our vision
Experience with ITSM tools such as ServiceNow, Zendesk, or Jira; familiarity with ITIL or structured RCA methodologies; and exposure to automation, Lean, or continuous‑improvement initiatives are helpful and supported—but not required. We’re happy to invest in your learning.