Senior Escalation and Service Desk Analyst

Senior Analyst

Description

Escalation/SO Engineer with a strong background in Contact center / BPO / call center supporting 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.

Responsibilities

Key Responsibilities:

• Act as the primary point of contact for customer issues, ensuring timely acknowledgment, investigation, and resolution via inbound calls / chats / emails.
• Engage with NOC team leads and supervisors (Transport/FTT/CI/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.
• Write and publish incidence summary for all client interactions in ticket management tool and internal portals 
• Identify and prepare root cause analysis (RCA) and work with relevant teams to implement corrective and preventive actions.
• Track, document, and report escalation trends, outcomes, and improvements to senior leadership.
• Maintain client response playbooks, SLAs, and protocols to ensure consistent and effective handling of critical issues.
• Collaborate with internal teams to maintain high customer satisfaction
• Prepare post-incident reports and presentations for internal review and external communication as needed.

Qualifications

Qualifications:

• Bachelor’s degree in Information Technology, Telecommunications, Engineering, or related field.
• 1 to 4 years of experience in inbound or outbound contact center / BPO providing technical support, service delivery or network operations, preferably in the ISP or telecom industry.
• Excellent verbal and written communication skills; ability to communicate complex technical issues to non-technical stakeholders.
• Proven experience handling escalations and leading cross-functional resolution efforts under pressure.
• Ability to defuse and calm intensified situations
• Strong analytical and problem-solving abilities with a customer-first mindset.
• Experience with incident management tools, ticketing systems, and escalation tracking dashboards.
• ITIL or related service management certification is a plus.

Preferred Skills:

• Familiarity with network monitoring systems, outage dashboards, and SLAs.
• Experience working with enterprise customers operations or managing business-critical service disruptions.