Escalation Manager(Palo Alto)

Movate Technologies Services Limited; Chennai District; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A technology services company in Chennai is looking for an Escalation Manager to oversee escalated cases and improve support for top customers. Candidates should have at least 2 years of experience with Palo Alto Networks and strong knowledge of customer support processes. Responsibilities include managing a team, monitoring incidents, and providing insights to mitigate escalation patterns. This role will play a key part in enhancing service delivery and customer satisfaction.

Qualifications

• Minimum 2 years of experience with Palo Alto Networks.
• Strong understanding of Palo Alto customer base, SLAs, and KPIs.
• Experience as a Technical lead or SPC for at least 1 year.

Responsibilities

• Manage and review escalated cases from top customers.
• Monitor and advise on technical approaches for case resolutions.
• Provide insights on escalation patterns and mitigation actions.

Skills

Experience with Palo Alto Networks

Knowledge of Palo Alto Processes

Understanding of SLAs and KPIs

Technical leadership experience

Experience in training new hires

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 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. ( This can be implemented as phase 2 i.e., once 1 to 7 are being driven seamlessly for atleast 2 quarters)

Qualifications for Escalation Manager

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