Perspektywy Women in Tech Summit 2022
Natalia Blecharska

Natalia Blecharska

Escalation Manager


I 2021 – NOW
Escalation Manager at AppDynamics part of Cisco Systems Inc.
• Owning and handling the Escalation process for the customer’s critical incidents that aren’t receiving the
necessary attention or aren’t getting resolved expeditiously or to the customer’s satisfaction;
• Taking charge of the situation and de-escalating, re-assuring the customer and internal business partners that
the incident is in the good hands and is being taken with the utmost priority;
• Collaborating with the Support, Operations, Customer Success, Professional Services, and Engineering to
improve communication flow and processes, ideally leading to a holistic solution to incidents so that other
customers do not experience the same impact;
• Ensuring that the right resources are allocated and engaged for critical incidents;
• Establishing the expectations of the Escalation process and resolving through effective communication;
• Calling out the management, partners, and vendors and collaborating to remove bottlenecks on high severity
• Communicating the incident's status in a clear, accurate, and concise manner;
• Identifying, managing, and recording escalation trends and collaborating with the Engineering organizations
to identify gaps and challenges as key takeaways on primary incidents;
• Analyzing and improving the Escalation process for optimization and to meet the standards of quality;
• Ensuring that standardized methods and procedures are utilized globally;