Pushpendra Tiwari
Escalation Lead - CISCO ll Customer Relationship Management II IT Service Management
- Role
- Escalation Lead at Capgemini
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Pushpendra Tiwari
A dynamic IT professional having rich and insightful experience of over 5 years, seeking leadership challenges in technical service delivery function.
Experience
Escalation Lead
Nov 2024 — Present · Gurugram, IN
Roles and Responsibilities :• Own and manage critical licensing escalations from customers, partners, or internal Cisco teams.• Act as the single point of contact for high-severity issues within the APAC region.• Ensure timely triage, root cause analysis, and resolution of issues.• Collaborate with Cisco TAC, Sales, Operations, Engineering, and Customer Experience teams.• Escalate systemic or product-level issues to relevant engineering or licensing policy teams when required.• Work closely with the Smart Licensing and Smart Account teams to troubleshoot platform-related problems.• Provide clear, timely updates to stakeholders and customers on issue status.• Ensure customer satisfaction through proactive handling and follow-up.• Conduct post-escalation reviews and document lessons learned.• Ensure escalations follow Cisco’s compliance and licensing policies.• Support audits and data verification activities when related to license usage or entitlement discrepancies.• Identify gaps or trends from recurring issues and suggest process enhancements.• Contribute to knowledge base articles or SOPs to prevent future escalations.• Maintain dashboards or reports tracking escalations, root causes, resolution times, and outcomes.• Present escalation summaries to regional or global leadership when needed.
Education
Air Force School, Gorakhpur
12th, Science (Physics, Chemistry and Mathematics)
Galgotias College of Engineering and Technology
🎓 Bachelor of Technology (B.Tech.), Electronics and Instrumentation (EI) Engineering
Air Force School, Gorakhpur
10th
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