Support Escalation Engineer

0 years

0 Lacs

Posted:2 weeks ago| Platform: Linkedin logo

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Work Mode

Remote

Job Type

Full Time

Job Description


Job Responsibilities:

§ Receive, evaluate, and prioritize technical issues or incidents escalated from support teams, ensuring alignment with defined SLAs and business priorities.

§ Collaborate with cross-functional teams, including support, engineering, and operations, to gather relevant information and resources required for issue resolution.

§ Act as the central point of contact for all escalated issues, providing regular updates to stakeholders and customers on the status, progress, and estimated time to resolution.


§ Identify and assess the impact of critical incidents on business operations, escalating appropriately to senior management and triggering the necessary crisis management procedures.

§ Facilitate problem-solving sessions and bridge communication between technical teams to expedite incident resolution and ensure effective knowledge sharing.

§ Analyze incident trends and patterns to identify areas for improvement in processes, tools, or training, and provide recommendations to prevent future escalations.

§ Develop and maintain escalation management policies, procedures, and guidelines to streamline and standardize the escalation process.

§ Conduct post-incident reviews to identify root causes, lessons learned, and areas for improvement, and drive the implementation of corrective actions.

§ Provide leadership and guidance to the support team during high-pressure situations, ensuring a focus on customer satisfaction and continuous improvement.

§ Stay up to date with emerging technologies, industry best practices, and trends in escalation management to enhance operational efficiency.

§ Good experience with Active Directory, Microsoft Office 365, and Intune Setup/ Deployment

§ Strong knowledge of MS Azure products and Cloud services.

§ Good experience on-premises to Azure migration.

§ Strong Knowledge of Data Storage, Virtual Machines, and Backups.

§ Good experience in Setting up VM subnets.


Work Location

Working days

Shits


Email - SauravS@cloud9infosystems.co.in

Contact - 9892325101

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