Associate Process Manager - Escalation and Incident Management

Associate Process Manager

Description

Location – Airoli (Navi Mumbai)

Shift - 24*7 (Rotational)

Escalation Manager, or Incident Manager with a strong background in Data Centre operations or Internet Service Provider (ISP) environments. The ideal candidate should have demonstrated experience in managing large-scale service desk operations, handling high-severity incidents, and overseeing escalation processes in mission-critical infrastructure environments. Exposure to ITIL practices, 24x7 operational support models, and service assurance within Data Centres or ISPs is highly preferred.

We are seeking a proactive and experienced Escalation Engineer to join our team at eClerx, a leading Internet Service Provider. The ideal candidate will be responsible for managing and resolving high-priority customer issues, service disruptions, and internal escalations in a timely and professional manner. This role requires excellent cross-functional collaboration, customer communication, root cause analysis, and continuous improvement mindset to enhance service reliability and customer satisfaction.

Key Responsibilities:

• Act as the primary point of contact for escalated customer issues, ensuring timely acknowledgment, investigation, and resolution.
• Engaging with NOC team leads and supervisors (Transport; E-IP) as needed to provide white gloved experience to strategic customers.
• Coordinate across internal teams (e.g., Network Operations, Field Engineering, Customer Support, Billing) to drive quick resolution of service-impacting issues.
• Lead incident response for major outages or critical service degradations; provide real-time updates to stakeholders and customers.
• Analyse incidence summary and identify root cause analysis (RCA) for recurring issues and work with relevant teams to implement corrective and preventive actions.
• Track, document, and report escalation trends, outcomes, and improvements to senior leadership.
• Maintain escalation response playbooks, SLAs, and protocols to ensure consistent and effective handling of critical issues.
• Collaborate with customer success and account management teams to maintain high customer satisfaction and retain key accounts.
• Identify and drive improvements in support processes, documentation, and cross-team communication to reduce escalations over time.
• Prepare post-incident reports and presentations for internal review and external communication as needed.