Role Summary:
The Operations Escalation Manager (OEM) will serve as the Executive Escalation point for incidents requiring exceptional oversight and resource coordination. The OEM’s primary focus will be to ensure that escalated incidents within their scope are communicated clearly both internally and externally, action plans are developed and executed, and expectations are set and met, leading to the resolution of the incidents.
The ideal candidate will possess a strong aptitude for working with a diverse portfolio of Information and Communications Technology (ICT) products and services. They will be responsible for analyzing, facilitating, and coordinating the necessary activities to resolve customer incidents and requests with minimal impact on Service Level Agreements (SLAs). These activities may range from straightforward to complex technical requirements, including post-incident/request follow-up. This role demands a high degree of autonomy, requiring the OEM to be comfortable working with minimal direction and capable of thriving in a fast-paced, ever-changing environment.
Job Scope:
Interacts with enterprise operations, network management, supplier management commercial, Service Delivery, Service Assurance Engineer, Technical Operations, Problem Management, Service Managers, sales teams and customers.
Working Hours are Monday to Friday on 4 different shifts rotation, ranging from 08:00 to 20:00 EET/EEST.
Duties and Responsibilities:
- Ensure frequency of internal and customer communications is maintained as needed in a timely manner, and is always clear, concise, meaningful, professional, and efficient.
- Review and trigger both technical and hierarchal escalations, escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs
- Oversee and manage the progress of critical escalations requiring executive engagement to resolve incidents caused by third-party suppliers, ensuring customers receive premium service until the issue is fully resolved.
- Maintain an exceptional level of customer service and experience during all engagements with internal and external departments.
- Possess a thorough understanding and familiarity with customers’ services and solutions.
- Actively participate as required in meetings (customer, 3rd party, internal).
- Support and participate as required in any Assurance related programs.
- Raise tickets with suppliers and ensure regular updates and feedback via the telephone, email web portal and internal ticket.
- Manage Supplier-related customer faults and ensure they are resolved within SLAs.
- Interpret results of basic technical operations checks (ping tests, loops, etc.) to confirm service status.
- Ensure appropriate processes are followed and associated documentation updated.
- Clearly communicate incident progress to customers throughout life cycle until final resolution.
- Work with internal operations and regional support organizations to resolve customer issues speedily
- Support the Line Manager / Department Manager, undertaking ad hoc/delegated tasks of a similar level and responsibility as required.
Required Experience/Qualifications:
- Communication and Negotiation skills
- Empathy and Customer-centricity
- Leadership and influence
- Knowledge and understanding of TCP/IP (OSI) model.
- Highly independent and self-motivated professional with strong communication and analytical skills. Demonstrates reliability and adaptability in high-demand environments, consistently responding effectively to fast-paced and evolving situations
- English – fluent (mandatory).
- Spanish – fluent (mandatory)
- Experience of ITSM tools (ServiceNow, Clarify, HEAT) .
- Experience in fault diagnosis/troubleshooting and fulfilling requests
- Ability to understand and improve operational processes and procedures.
- Ability to matrix manage across the different departments.
- 12+ months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).
- 12+ months experience in a similar role (desirable).
- Experience working in a multi-cultural/international environment (must).
- Experience in fault diagnosis/troubleshooting and fulfilling requests (must).
- General ICT industry understanding (must).
- Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (must).