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Escalation Manager

Escalation Manager

eClerx

3 - 7 years

0 Lacs

navi mumbai maharashtra

Posted:1 week ago| Platform: Shine logo

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Skills Required

service assurance network operations field engineering customer support billing ticketing systems data centre operations internet service provider isp environments itil practices 24x7 operational support models incident management tools escalation tracking dashboards

Work Mode

On-site

Job Type

Full Time

Job Description

As an Escalation Manager or Incident Manager with a solid background in Data Centre operations or Internet Service Provider (ISP) environments, you will be responsible for managing large-scale service desk operations, handling high-severity incidents, and overseeing escalation processes in mission-critical infrastructure environments. Your exposure to ITIL practices, 24x7 operational support models, and service assurance within Data Centres or ISPs will be highly beneficial in this role. Your key responsibilities will include acting as the primary point of contact for escalated customer issues, ensuring timely acknowledgment, investigation, and resolution. You will engage with NOC team leads and supervisors as needed to provide a white-gloved experience to strategic customers. Additionally, you will coordinate across internal teams to drive quick resolution of service-impacting issues and lead incident response for major outages or critical service degradations. In this role, you will be expected to analyze incident summaries, identify root causes for recurring issues, and work with relevant teams to implement corrective and preventive actions. Tracking, documenting, and reporting escalation trends, outcomes, and improvements to senior leadership will also be part of your responsibilities. Moreover, maintaining escalation response playbooks, SLAs, and protocols to ensure consistent and effective handling of critical issues will be essential. To qualify for this position, you should have a Bachelor's degree in Information Technology, Telecommunications, Engineering, or a related field, along with 3 to 5 years of experience in technical support, service delivery, or network operations, preferably in the ISP or telecom industry. Your proven experience in handling escalations and leading cross-functional resolution efforts under pressure will be crucial. Additionally, your ability to defuse and calm intensified situations, attention to detail, and strong communication skills will be valuable assets in this role. A strong understanding of ISP infrastructure, broadband technologies, and network troubleshooting principles is required. You should also possess excellent verbal and written communication skills, along with strong analytical and problem-solving abilities with a customer-first mindset. Experience with incident management tools, ticketing systems, and escalation tracking dashboards is preferred, and having an ITIL or related service management certification would be a plus.,

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Escalation Manager