Tech Support / IT Escalation

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.