Escalation Manager

Movate; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

A leading IT services provider in Chennai is looking for a Senior Associate in HR-Talent Acquisition. The role focuses on managing escalated cases for top customers with an emphasis on Palo Alto firewall support. Candidates should have experience in technical leadership and understanding of enterprise customer processes. This full-time position offers the opportunity to drive insights and strategies to enhance service delivery.

Qualifications

• Minimum 2 years of experience with Palo Alto firewall support.
• Experience as a Technical lead for at least 1 year.
• Familiarity with Enterprise customer service processes.

Responsibilities

• Manage escalation patterns and actions for top customers.
• Engage resources proactively before incidents.
• Provide insights on case escalations and RCA.

Skills

Palo Alto firewall support

Technical leadership

SLA and KPI understanding

Job description

Senior Associate, HR-Talent Acquisition @ Movate Technologies | Ex-Cognizant, Ex-HCL, Ex-Kryptos | Connecting Talent to Opportunities

Job Description

Scope of Work

• Attention on Top 200 customers. Review the cases from Top200 customers and ensure that backlog management guidelines are being adhered to on these cases.
• Monitor Escalation prediction engine. Take necessary actions by advising the case owners on the technical approach and way forward plans.
• Monitor the cases for Scale of Impact and ensure that Incidents are triggered timely.
• Ensure necessary resources are engaged on the cases pre-incidents i.e., before the SME is engaged on the Incident.
• Provide insights (Daily, Weekly, Monthly) on the escalation patterns and effective course of actions to mitigate the patterns that are impactful.
• Assist with RCAs by providing better insights on the Exec escalations.
• Coordinate with the project managers to ensure that the learning out of the RCA are passed on to the team and negate the recurrence.
• Manage a team of Engineers dedicated to handle the escalated cases (FE - Escalations) to ensure the investigations on these cases are not further delayed.

Qualification for Escalation Manager

• Candidate should have spent 2 years or above working with Palo Alto firewall Support.
• Should be well versed with Palo Alto Processes.
• Understanding of Enterprise Customer base, SLA, KPIs and Types of accounts.
• Should have worked as a Technical lead for a period of 1 year.
• Would be an advantage if the Candidate has handled a batch of New hire trainings.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: IT Services and IT Consulting

Movate is an equal opportunities employer and welcomes applications from all qualified candidates.