Escalation Manager

Role descriptionIn charge of the NOC floor during any shift on a 24*7 pattern.  Make sure that the operational process and procedures are followed in the floor by the engineers and initiate the corrective action to ensure that customer service is restored within the stipulated SLA and MTTR.Lead troubleshooting for customer impacting incidents on SDWAN, VOIP, WAN / LAN infrastructure. Coordinate for escalated WAN issues with Service providers and IP / Transmission agencies managing core networks.Review of customer escalated incidents and recommend course of actions as part of technical troubleshooting for resolution.Work with the engineers in the shift to make sure that we achieve the key KPI's for the team and ensure that necessary timely actions are adapted while proactive monitoring and service restoration of customer servicesMentor a team of network focused, multi-disciplined, highly motivated shift engineers to support the resolution of customer complaints within the MTTR/SLAWork towards achieving MTTR for any proactive / reactive trouble tickets to ensure that customer service is restoredSupport and manage resolution of faults by internal and external resolver teamsProvide a rapid response to resolve customer / core network faults in line with MTTR/ SLA'sCarry out real time resource allocation to meet workload requirements using support teams and managers as requiredManage the escalation process for both technical and management escalations ensuring that all escalations take place in required timescales to ensure optimum service levelsBuild a strong working relationship with all interfacing and supporting agencies including OLO's to ensure customer network problems are resolved with maximum efficiencyDesired ProfileEssential – Knowledge on Fundamentals of CCNA Routing and Switching, ITIL proficiency, NOC environment experience, LAN WAN technology expertise, Thorough knowledge of Cisco network elements (hands-on).Desired – CCNP Routing and Switching, Transmission knowledge, Exposure / experience working on Remedy / Netcool / Infovista / Smarts, knowledge of carrier level network topologies.Education QualificationEssential – Diploma / Engineering / GraduateDesired – B Tech / B E – Electrical and communication.OtherJob Location - BangaloreWork mode - HybridPosition - H9 (DM)Together we can