Escalation Management Agent

Job Overview

We are seeking an experienced Escalation Management Agent to support our client's IT Operations team. This role is responsible for resolving high-impact and critical business issues, minimizing escalated incidents, and restoring business operations through Short-Term Fix (STF) and Long-Term Fix (LTF) strategies.

Key Responsibilities

• Take ownership of high-impact and critical business escalations, working to eliminate escalated email threads and restore S&L Operations efficiently
• Support the Incident Management team with escalated cases, ensuring prompt and effective resolution
• Perform weekly case audits (50 cases per week) and report findings to the Incident Management team
• Follow ISO processes rigorously across all incident handling and communications
• Identify and drive opportunities for process optimization, improvements, and automation
• Create and maintain Knowledge Base documentation, coordinating reviews with Support Readiness
• Participate in S&L UAT activities and report outcomes
• Review outage communications sent to the S&L business community
• Prepare and review weekly escalated case reports with the Incident Management Team, following up with IT Operations
• Participate in Emergency Operations Center (EOC) bridge calls to represent S&L Operations
• Monitor epage/email alerts 24x7x365 and take required actions to restore operations
• Engage in S&L Release Trainings and evaluate agent readiness on each project, enhancement, or defect functionality
• Meet or exceed defined Balance Scorecard and Metrics targets

Required Skills

• Escalation Management and Incident Management experience
• Case auditing and quality review capabilities
• Strong understanding of ISO process compliance
• Experience with Knowledge Base documentation and maintenance
• Ability to work in a 24x7x365 on-call monitoring environment
• Excellent communication skills for stakeholder and business community updates
• Experience participating in UAT and Emergency Operations Center activities
• Process optimization and automation mindset

Preferred Skills

• Familiarity with IT Operations and S&L environments
• Experience with scorecard and performance metrics tracking
• Background in release training and agent readiness evaluation

Location & Work Model: Remote — United States

Engagement Details

Contract engagement. Duration and start date to be confirmed. Apply now to learn more.