Escalation Manager

2 weeks ago

Navi Mumbai, Maharashtra, India eClerx Full time

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.

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.

Qualifications:

  • Bachelor's 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.

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