Analyst
- eClerx
- 0 - 2 years
- Mumbai
- 2 months ago
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Job Description
Job Description of Escalation/SO Engineer and company details below:
Location Airoli (Navi Mumbai)
Notice Period Immediate Joiner / 30 days
Experience 1-3 years
Shift - 24*7 (Rotational - Mandatory)
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.
We are seeking a proactive and experienced Escalation/SO Engineer to join our team at eClerx, a leading Internet Service Provider. The ideal candidate will be responsible for answering inbound calls / chats / emails and resolving high-priority customer issues, service disruptions, and internal escalations in a timely and professional manner. This role requires excellent communication, cross-functional collaboration, customer interactions, root cause analysis, and continuous improvement mindset to enhance service reliability and customer satisfaction.
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:
- Bachelors 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.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: eClerxLocation(s): Mumbai
Keyskills: bpo operational support service assurance analytical inbound calls inbound center verbal communication monitoring customer support technical support data center operations service desk written communication incident management outbound 24x7 communication skills itil
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