
Escalation Manager
2 weeks ago
Role: Escalation Manager
Location Chennai(Perungalathur- WFO only )
Scope of Work
- Attention on Top 200 customers. Review the cases from Top200 customers and ensure that backlog management guidelines are being adhered on these cases
- Monitor Escalation prediction engine. Take necessary actions by advising the case owners on the technical approach and way forward plans.
- Monitor the cases for Scale of Impact and ensure that Incidents are triggered timely.
- Ensure necessary resources are engaged on the cases pre-incidents i.e., before the SME is engaged on the Incident.
- Provide insights (Daily,Weekly, Monthly) on the escalation patterns and effective course of actions to mitigate the patterns that are impactful.
- Assist with RCAs by providing better insights on the Exec escalations.
- Coordinate with the project managers to ensure that the learning out of the RCA are passed on to the team and negate the recurrence.
- Manage a team of Engineers dedicated to handle the escalated cases (FE - Escalations) to ensure the investigations on these cases are not further delayed. ( This can be implemented as phase 2 i.e., once 1 to 7 are being driven seamlessly for atleast 2 quarters)
Qualification for Escalation Manager
- Candidate should have spent 2 years or above working with Palo Alto firewall Support
- Should be well versed with Palo Alto Processes
- Understanding of Exterprise Customer base, SLA, KPIs and Types of accounts
- Should have worked as a Technical lead for a period of 1 year
- Would be an advantage if the Candidate has handled a batch of New hire trainings
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