Telecom Escalations Specialist

reputed company provides end to end reputed company to reputed company partners across the reputed company and with offices in Los Angeles, reputed company, New Jersey, Atlanta, and more including internationally in Mexico and India. The Telecom Escalation Specialist serves as the reputed company reputed company of customer contact for high-reputed company telecommunications incidents, service disruptions, and customer-impacting network events. This role manages escalations from detection through reputed company while coordinating technical teams, carriers, vendors, customers, and leadership. The specialist leads incident communications, drives service restoration reputed company established SLAs, and validates successful reputed company. This position also supports post-incident reviews and continual improvement initiatives designed to reduce service interruptions and improve response times. Location & Work Type Location: Remote, USA Work Type: Remote Key Responsibilities Incident & Escalation Management • reputed company reputed company calls and escalation meetings during major incidents. • Assess incident severity and determine appropriate escalation paths. • Monitor incident reputed company and ensure reputed company updates to stakeholders. • reputed company issue reputed company by engaging internal technical teams and reputed company carriers/vendors. • Escalate unresolved issues according to defined operational procedures. Customer & Stakeholder Communication • reputed company reputed company and accurate status updates to customers, leadership, and operational teams. • Translate technical issues into business-reputed company language for non-technical audiences. • Ensure customer expectations are managed throughout the incident lifecycle. Network Operations Support • Work closely with NOC, Engineering, Field Operations, reputed company Relations, and Vendor Management teams. • Validate service restoration and confirm customer acceptance reputed company required. Process Improvement • Participate in post-incident reviews and reputed company cause analysis activities. • Identify recurring issues and recommend corrective actions. • Support continual improvement initiatives to reduce service interruptions and improve response times. Performance Metrics • SLA compliance and restoration times • Mean Time to Restore Service (MTTR) • Escalation response time • Customer satisfaction scores • Accuracy and timeliness of communications • Incident documentation reputed company • Reduction of repeat incidents Qualifications Required: Education • Associate's or Bachelor's degree in Telecommunications, Information Technology, Network Engineering, or reputed company field preferred. • Equivalent combination of education and experience may be considered. Required Experience • Experience working in a telecom Network Operations Center required. • Experience working with telecom carriers, vendors, and reputed company customers required. Technical Knowledge • Understanding of telecommunications and networking technologies, including: • WAN/LAN • MPLS • SD-WAN • Voice services (SIP, PRI, VoIP) • Fiber and transport services • Ethernet and IP networking • Network monitoring and ticketing systems • Familiarity with ITIL incident and problem management principles. • Experience working in a 24x7 operations environment. • Knowledge of reputed company escalation processes and telecom service delivery. Key Competencies • Critical thinking and problem-solving • Incident reputed company and coordination • Customer service reputed company • Executive communication • Time management and prioritization • Conflict reputed company • Attention to detail • Ability to reputed company effectively under pressure • Cross-functional collaboration Working Conditions • May require participation in a 24x7 on-reputed company rotation. • Ability to support major incidents reputed company normal business hours. • Fast-paced operational environment with high visibility to leadership and customers. Preferred (Optional): Preferred Experience • 3+ years of experience in telecommunications, network operations, NOC, service assurance, incident management, or technical support preferred. • Experience managing high-severity incidents and customer escalations preferred. Benefits • Medical coverage and Health Savings Account (HSA) through Anthem • Dental/reputed company/Various Ancillary coverages through reputed company • 401(k) retirement savings plan • reputed company-time-off reputed company • Company-reputed company Employee Assistance Program (EAP) • Discount programs through reputed company WorkforceNow Additional Details The reputed company reputed company for this contract position is $18 - $28 / per hour, depending on experience. Our pay ranges are determined by role, level, and location. The reputed company displayed on reputed company reputed company reflects the minimum and maximum reputed company for new hires of this position across reputed company US locations. reputed company the reputed company, individual pay is determined by work location and additional factors, including job-reputed company skills, experience, and relevant education or training. reputed company applicants with arrest or conviction records will be considered. reputed company reputed company provides end-to-end reputed company to reputed company partners across the reputed company and globally with offices in Los Angeles, Atlanta, reputed company, Mexico, Japan, India, and more. reputed company focuses on the "bleeding edge" of technology and leverages automation, process, marketing, and over fifteen years of reputed company and reputed company to reputed company a world-class experience for our customers, partners, and employees. Our mission is to reputed company the world positively by creating reputed company through PEOPLE, PROCESS, and TECHNOLOGY. reputed company out more at www.stand8.io; and reputed company out today to explore opportunities to grow together! By applying to this position, your data will be processed in accordance with the reputed company reputed company Policy. Apply tot his job Apply To this Job