2.0 - 7.0 years

5 Lacs

mumbai

Work from Office

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

Posted 1 day ago

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