Cloud Services Escalation Lead
About The Position
Centric 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. Our 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. Join Centric Software®, where digital transformation meets real-world impact. We design and deliver next-generation solutions that empower the world’s leading retailers, brands and manufacturers in fashion, luxury, footwear, outdoor, home, food & beverage, cosmetics & personal care and multi-category retail—to become smarter, leaner and more sustainable. Our philosophy is simple: attract the best customers by building the best solutions—crafted by the best teams across the globe. Together, we push boundaries, transform industries and shape the future of how products are made, launched and managed.
Requirements
- 8+ years in cloud operations, technical support, or infrastructure engineering
- Hands-on experience with AWS, Azure, and GCP (multi-cloud architecture and troubleshooting)
- Strong understanding of networking, security, and distributed systems
- Proven track record in incident management and escalation handling
- Excellent communication and stakeholder management skills
- Ability to lead under pressure and drive clarity in ambiguous situations
- Bachelor's or Master’s in Computer Science, Engineering, or related field
Nice To Haves
- Relevant certifications (e.g., AWS Solutions Architect, Azure Administrator, GCP Professional Cloud Architect) are a plus.
- Strategic mindset with a bias for action
- Passion for operational excellence and customer success
- Experience with ITIL, DevOps, and SRE principles
- Familiarity with observability tools (e.g., Datadog, Splunk, New Relic, Prometheus)
Responsibilities
- Lead resolution of critical escalations across AWS, Azure, and GCP environments
- Serve as the final escalation point for complex, customer-impacting incidents
- Coordinate cross-functional teams (engineering, support, product) during outages and service disruptions
- Conduct deep technical investigations and root cause analyses across cloud platforms
- Develop and maintain escalation protocols, incident runbooks, and postmortem documentation
- Communicate incident status and resolution plans to internal and external stakeholders
- Identify patterns in escalations and collaborate with engineering to implement preventive measures
- Mentor support engineers and contribute to internal knowledge sharing and training initiatives
- Influence product and infrastructure roadmaps to improve reliability and customer experience
- Deliver hands-on technical support for escalations, supporting both internal stakeholders and external customers.
- Serve as Escalation Lead, owning complex technical issues through in-depth troubleshooting and cross-team coordination.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
