Cloud Services Escalation Lead

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.

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

8+ years in cloud operations, technical support, or infrastructure engineering