Escalation Manager

SUMMARY:
Telecoms company is extended their team and are looking for an agile Escalation Manager .

POSITION INFO:

The Escalation Manager is responsible for providing proactive monitoring and client escalation management, in support of the clients’ requirements and needs. Will act as a liaison and coordinate internal efforts to obtain issue resolution for reported issues. Will provide an oversight role on tickets logged on both the Support and NOC boards.
- Manage and supervise the Service and NOC Teams.
-Ensure timeous ticket response times on the Support and ISP boards.
- To prioritize and reassign tickets or resources in critical situations.
- Manage client escalations and coordinate resolution efforts with key stakeholders (internal and external) by working with various teams to ensure issue ownership, action items and communications are fulfilled.
- Ensure critical client SLA’s are met.
- Ensure client escalations are resolved within agreed upon timelines, process change ides are implemented and influence others towards action and change.
- Translate technical concepts to peers, management and clients. - Drive internal and external communication to ensure on-going updates on the resolution progress.
- Coordinate and engage with various support teams as required.
- Monitor and proactively manage the various service boards to ensure escalated issues are worked within the required SLA and client requirements are met.
- Prepare reports and analyse data to improve processes, ensure resources are properly allocated and maximise efficiency and client satisfaction.
- Analyse escalation volumes and identify trends. Meet regularly with service delivery team and support teams to highlight issues with process, resources and expectations

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