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

Candidate should have spent 2 years or above working with Palo Alto firewall Support

Should be well versed with Palo Alto Processes

Understanding of Exterprise Customer base, SLA, KPIs and Types of accounts

Should have worked as a Technical lead for a period of 1 year

Would be an advantage if the Candidate has handled a batch of New hire trainings