Escalation Manager

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

Skills Required

Palo Alto firewall Support, Palo Alto Processes