Job Description

About Us

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.  Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers.  Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job” but rather look to develop valuable skills that ignite their passion and lead to a CAREER. 

Position Overview

The Escalation and Incident Response Manager is a strategic operator and empathetic leader responsible for guiding the resolution of high-impact customer escalations and incidents. This role demands a systems thinker who can orchestrate cross-functional collaboration, drive root cause analysis, and elevate the customer experience through operational rigor and emotional intelligence. 

You will lead a team of escalation specialists and incident responders, ensuring that every engagement reflects Thrive’s commitment to excellence, transparency, and trust. Reporting directly to the Director of Centralized Services, you’ll be expected to model calm leadership under pressure, coach with clarity, and continuously improve the frameworks that support scalable service delivery. 

Primary Responsibilities

• Escalation Leadership: Rapidly assess and triage escalated issues, aligning resources and communication to drive resolution with minimal business impact. 

• Cross-Functional Orchestration: Facilitate collaboration across engineering, service delivery, and customer success teams to resolve complex incidents and prevent recurrence. 

• Operational Excellence: Monitor and analyze performance metrics, producing actionable insights that inform team development and process refinement. 

• Team Development: Coach and mentor individual contributors, fostering a psychologically safe environment that encourages growth, accountability, and innovation. 

• Customer Advocacy: Serve as a strategic voice for the customer, ensuring feedback loops are closed and insights are integrated into service improvements. 

• Process Stewardship: Uphold and evolve escalation, incident, and problem management protocols, ensuring consistency, clarity, and compliance with SLAs. 

• Continuous Improvement: Identify procedural gaps and lead initiatives to enhance service delivery, communication cadence, and incident response maturity. 

• Executive Communication: Confidently lead stakeholder briefings, document progress, and escalate with precision when needed. 

Requirements: 

• Proven experience in MSP or IT service environments, with a strong grasp of escalation and incident management frameworks 

• Exceptional analytical, organizational, and communication skills 

• Ability to lead under pressure, navigate ambiguity, and make data-informed decisions 

• Demonstrated success in coaching and developing high-performing teams 

• Familiarity with ITIL, Lean Six Sigma, or similar operational methodologies 

• Comfortable engaging with executive stakeholders and translating technical issues into business impact 

• Strong customer service orientation and a collaborative mindset 

• Willingness to participate in on-call rotations and respond to critical incidents outside standard hours 

What Success Looks Like: 

• Escalations are resolved swiftly, with clear documentation and stakeholder alignment 

• Your team operates with confidence, clarity, and a shared sense of purpose 

• Customers feel heard, supported, and informed throughout the incident lifecycle 

• You contribute to a culture of trust, transparency, and continuous learning 

• Thrive’s reputation for operational excellence is reinforced through your leadership 

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