Senior ISP Escalation Specialist

3 weeks ago

Cebu City, Central Visayas, Philippines Staff4Me Full time
Overview

The Sr ISP Escalation Specialist is responsible for managing the resolution of internet service issues on behalf of our customers. This role involves working closely with various Internet Service Providers (ISPs) to address outages or connectivity issues identified through monitoring systems or reported by customers. The Sr ISP Escalation Specialist will act as the primary point of contact, escalating incidents to ISPs, tracking progress, and ensuring prompt resolution. Additionally, they will provide detailed reporting and analysis to NOC leadership regarding ISP performance and incident resolution metrics, and act as a mentor to the ISP Escalation Specialists.

Responsibilities
  • Identify and manage internet service disruptions through proactive monitoring tools and customer reports.
  • Act as the main point of contact for ISP-related incidents, initiating and managing escalations with relevant ISPs until service restoration.
  • Maintain up-to-date case logs and track the status of all escalated issues to ensure timely resolutions.
  • Establish and maintain strong relationships with ISP representatives to facilitate effective communication and quicker response times.
  • Communicate status updates, estimated time to resolve, and any relevant technical details to customers and internal teams.
  • Follow up with ISPs throughout the case lifecycle, ensuring issues are resolved as efficiently as possible.
  • Generate regular and ad-hoc reports on ISP performance, including incident frequency, resolution times, and recurring issues, for NOC leadership.
  • Carefully document all steps taken during the case lifecycle including follow-ups, and resolution outcomes.
  • Suggest process improvements to streamline the escalation and communication process with ISPs.
  • Mentor and assist in the development of the ISP Escalation Specialist associates.
Technical Requirements

Required

  • 2 Years+ of experience working in network operations, technical support, or a similar role, ideally within a Managed Services Provider (MSP) or ISP environment.
  • Must be an effective communicator with the ability to manage and implement change in a dynamic environment.
  • Familiarity with NOC monitoring tools, ticketing systems (such as ServiceNow, Jira, etc.), and performance reporting tools is a plus.
  • Basic understanding of networking concepts, protocols (TCP/IP, DNS, VPN), and network infrastructure.
  • Strong English language written and verbal communication skills, with the ability to effectively communicate technical information to both technical and non-technical stakeholders.
  • Experience in writing clear, concise reports and delivering presentations to management is preferred.
  • Demonstrated ability to analyze complex cases and identify trends, bottlenecks, and potential issues in case resolution.
  • Strong attention to detail to ensure accuracy in monitoring, reporting, and documentation.
  • Excellent time management skills with the ability to prioritize multiple tasks and manage case queues effectively in a fast-paced environment.

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