Escalation Manager
MumbaiFull Time
BILLINGS
CUSTOMER SUPPORT
INTERNAL CONTROLS
NETWORKING
NOC
Job description
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.
Skills Required
Escalation Manager
IT/ Computers - Software
BE, BTECH
Full Time, Permanent
Key Skills
- BILLINGS
- CUSTOMER SUPPORT
- INTERNAL CONTROLS
- NETWORKING
- NOC
Other Information
GO/JC/880/2025
Mithra Dayalan
