[Hiring] Escalation Management Agent @Inficare Technologies

Role Description

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.

• 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.

Qualifications

• 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.