
Escalation Manager
5 days ago
- 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-
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