Escalation Management Agent

Job Title: Escalation Management Agent Location: US (Remote) Job Type: Contract Experience: To be confirmed 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.