Escalation Manager

• Engaging with NOC team leads and supervisors (Transport; E-IP) as needed to provide white gloved experience to strategic customers. Coordinate across internal teams (e.g., Network Operations, Field Engineering, Customer Support, Billing) to drive quick resolution of service-impacting issues.
• Lead incident response for major outages or critical service degradations; provide real-time updates to stakeholders and customers.
• Analyse incidence summary and identify root cause analysis (RCA) for recurring issues and work with relevant teams to implement corrective and preventive actions.
• Track, document, and report escalation trends, outcomes, and improvements to senior leadership.
• Maintain escalation response playbooks, SLAs, and protocols to ensure consistent and effective handling of critical issues.
• Collaborate with customer success and account management teams to maintain high customer satisfaction and retain key accounts.
• Identify and drive improvements in support processes, documentation, and cross-team communication to reduce escalations over time.

Contact Person- Mithra Dayalan

Email id- mithra@gojobs.biz