Hiring For Escalation Manager

Dear Candidate,

As discussed, Im sharing Job Description of Escalation Manager and company details below:

Location Airoli (Navi Mumbai)

Notice Period Immediate Joiner / 30 days

Experience 3+ Yrs

Shift - 24*7 (Rotational)

Escalation Manager, or Incident Manager with a strong background in Data Centre operations or

Internet Service Provider (ISP) environments. The ideal candidate should have demonstrated experience

in managing large-scale service desk operations, handling high-severity incidents, and overseeing

escalation processes in mission-critical infrastructure environments. Exposure to ITIL practices, 24x7

operational support models, and service assurance within Data Centres or ISPs is highly preferred.

We are seeking a proactive and experienced Escalation Engineer to join our team at eClerx, a leading

Internet Service Provider. The ideal candidate will be responsible for managing and resolving high-

priority customer issues, service disruptions, and internal escalations in a timely and professional

manner. This role requires excellent cross-functional collaboration, customer communication, root

cause analysis, and continuous improvement mindset to enhance service reliability and customer

satisfaction.

Key Responsibilities:

• Act as the primary point of contact for escalated customer issues, ensuring timely

acknowledgment, investigation, and resolution.

• 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.

• Prepare post-incident reports and presentations for internal review and external

communication as needed.

Qualifications:

• Bachelors degree in Information Technology, Telecommunications, Engineering, or related field.
• 3 to 5 years of experience in technical support, service delivery or network operations,

preferably in the ISP or telecom industry.

• Proven experience handling escalations and leading cross-functional resolution efforts under

pressure.

• Ability to defuse and calm intensified situations
• Attention to detail to ensure proper dissemination of internal and external communication
• Update and clean up tickets as needed
• Strong understanding of ISP infrastructure, broadband technologies, and network

troubleshooting principles.

• Excellent verbal and written communication skills; ability to communicate complex technical

issues to non-technical stakeholders.

• Strong analytical and problem-solving abilities with a customer-first mindset.
• Experience with incident management tools, ticketing systems, and escalation tracking

dashboards.

• ITIL or related service management certification is a plus.

Milki Bisht|

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