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Role :
Escalation Manager
Experience :
12 – 16yrs
Shift :
Flexible to work in Night shift
Qualifications:
Proven experience in ITIL incident management within a complex, high-pressure environment.
Strong understanding of ITIL processes and frameworks.
Excellent analytical and problem-solving skills.
Ability to effectively manage multiple priorities and deadlines.
Strong communication and interpersonal skills.
Experience with incident management tools and reporting.
ITIL certification preferred.
Desired Skills:
Experience in a premium support or customer-centric environment.
Knowledge of IT infrastructure and applications.
Experience with data analysis and reporting tools.
Ability to work independently and as part of a team.
Job Responsibility:
Escalation Management deals with Incident/Problem management system for Enterprise customers in IT infrastructure. It is managed by set of people who carries out the entire documented process for Escalation Management. This requires one to associate their work with Technical Assistance Centre (TAC) who works together with Escalation Resources & Accounts/Sales Team. The escalation management team deals with structuring and bringing in the management's attention to a major incident or a problem, which has escalated beyond its limits. They work in a team and their main responsibility is to provide assistance to the TAC Engineer by prioritizing and reassigning resources during Critical Business Impacting Incidents. They analyse the current scenario of a customer, locate, and highlight certain issues which requires immediate response, and allows the organization to track that critical problem, monitor it appropriately, and manage the escalating situation.
Incident Management:
Own and manage the incident lifecycle, ensuring timely resolution and minimal business impact.
Collaborate with support teams to prioritize and escalate incidents as required.
Implement and maintain incident management processes, tools, and metrics.
Provide regular incident reports and analysis to stakeholders.
Proactive Problem Management:
Analyze incident trends and patterns to identify root causes and potential solutions.
Collaborate with support teams to implement corrective actions and prevent recurrence.
Conduct Root Cause Analysis (RCA) investigations to identify systemic issues.
Develop and implement proactive measures to reduce incident volume and impact.
Service Improvement:
Identify opportunities for process improvement and service enhancement.
Work closely with other ITIL roles (Problem Management, Change Management) to drive continuous improvement.
Develop and implement knowledge management strategies to improve incident resolution efficiency.
Customer Focus:
Build strong relationships with customers and internal stakeholders.
Provide excellent customer service by ensuring timely communication and updates.
Proactively manage customer expectations and escalate issues as needed.