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 :