Satish S
Customer Escalation & Major Incident Manager | Client Crisis Response | FinTech & SaaS | Executive Communication | Incident Response
- Role
- Customer Escalation Manager at LSEG
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Satish S
I am a Customer Escalation and Major Incident Response Leader with 15+ years of experience supporting global, business‑critical platforms in highly regulated, high‑availability environments.Currently, I lead P1 / Sev1 client incidents at London Stock Exchange Group (LSEG), acting as the single point of coordination during high‑impact service disruptions. My role focuses on stabilising incidents, leading cross‑functional war rooms, managing executive and client communications, and ensuring rapid service recovery while protecting client trust and business reputation.I have strong hands‑on experience across:Major Incident & Crisis ManagementClient Escalations & Executive CommunicationProblem Management, RCA & Post‑Incident ReviewsITIL / ITSM‑based Service GovernanceService Resilience & Continuous ImprovementI work closely with engineering, infrastructure, product, service delivery, and leadership teams to ensure clarity, accountability, and outcome‑driven decision‑making during incidents. Beyond recovery, I actively contribute to preventing recurrence by driving post‑incident learning, trend analysis, and service improvement initiatives.With an MBA in International Business, I bring a strong understanding of client impact, commercial sensitivity, and global stakeholder management, especially within FinTech, data platforms, and product‑led organizations.
Experience
Customer Escalation Manager
May 2021 — Present · Bengaluru, IN
Managed business-critical incidents across ADC/Datastream, ensuring rapid resolution and client satisfaction through structured escalation.Acted as a liaison between technology and business teams to align incident response with service goals.Led client communications during major incidents, supporting Account Managers and Client Service Partners.Chaired executive calls and provided Voice of Customer (VOC) insights to drive service improvements.Collaborated on process enhancements with Service Delivery and CSI teams, reducing incident recurrence.Developed dashboards to track team productivity and service KPIs, enabling data-driven decisions.Coordinated cross-functional response for incidents involving multiple tech assets, ensuring seamless resolution.Driven by a passion for operational excellence and client advocacy, I consistently deliver resilient solutions that elevate service quality and business outcomes.
Education
CMR Institute Of Management Studies
Bachelor of Commerce (B.Com.)
2007 — 2010
Epoch Research Instute
Base SAS and Advance SAS
2016 — 2016
Pondicherry University
Master of Business Administration - MBA, International Business
2018
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