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Incident Escalation Manager

Salt Lake City, Utah
Job Description:
 
Primary Responsibilities: (other duties may be assigned)
  • Provide the highest level of technical support to internal and external customers
  • Analyze, diagnose, and remediate (when possible) complex customer problems
  • Problem analysis and root cause documentation for all issues
  • Identify frequently occurring issues and coordinate with Partnering NOC management as needed
  • Work with all departments to facilitate issue resolution of service incidents or problems that have been escalated by Executives, Customer Care of Networks Service Leadership.
  • Take ownership of escalations and drive towards resolution.
  • Monitor aging escalations.
  • Review escalated issues to identify trends and communicate
  • Provide recommendations for improving existing processes and procedures
  • Organize and facilitate calls between multiple parties
  • Consistently model the highest levels of teamwork and professionalism
  • Learning and staying up to date with product releases and environment changes
  • Work under minimal supervision
  • Always keeping a can-do attitude and willingness to help others
 Requirements: 
  • 5+ years of telecom experience both voice and network/data
  • 5+ years in a management and customer facing role and support
  • Ability to analysis logs and use various tools to remediate problems
  • Organized and practical approach to solving challenges with proven history of resolving technical issues
  • Ability to quickly assess and understand a situation and communicate what is occurring
  • Ability to facilitate and/or manage engineering and non-technical bridges addressing high priority service incidents
  • Detailed oriented
  • Strong troubleshooting skills with the ability to be dynamic and adapt
  • Must work well in a team environment
  • Fast learner is a must
  • Working knowledge of network technologies
  • Ability to multi-task
  • Highly motivated at achieving results
  • Comfortable managing multiple, high-priority issues simultaneously
  • Strong decision-making ability
  • Strong oral and written communication skills
  • Excellent organizational and time management skills
  • Able to set and manage expectations
  • Takes initiative to learn and develop
 Education/Certification/License: (Preferred) 
  • Bachelor’s Degree 

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