Stand8 provides end to end IT solutions to enterprise partners across the United States and with offices in Los Angeles, New York, New Jersey, Atlanta, and more including internationally in Mexico and India.
The Telecom Escalation Specialist serves as the primary point of customer contact for high-priority telecommunications incidents, service disruptions, and customer-impacting network events. This role manages escalations from detection through resolution while coordinating technical teams, carriers, vendors, customers, and leadership. The specialist leads incident communications, drives service restoration within established SLAs, and validates successful resolution. 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
Lead bridge calls and escalation meetings during major incidents.
Assess incident severity and determine appropriate escalation paths.
Monitor incident progress and ensure timely updates to stakeholders.
Drive issue resolution by engaging internal technical teams and external carriers/vendors.
Escalate unresolved issues according to defined operational procedures.
Customer & Stakeholder Communication
Provide timely and accurate status updates to customers, leadership, and operational teams.
Translate technical issues into business-impact language for non-technical audiences.
Ensure customer expectations are managed throughout the incident lifecycle.
Network Operations Support
Work closely with NOC, Engineering, Field Operations, Carrier Relations, and Vendor Management teams.
Validate service restoration and confirm customer acceptance when required.
Process Improvement
Participate in post-incident reviews and root 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 quality
Reduction of repeat incidents
Qualifications
Required:
Education
Associate's or Bachelor's degree in Telecommunications, Information Technology, Network Engineering, or related 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 enterprise 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 carrier escalation processes and telecom service delivery.
Key Competencies
Critical thinking and problem-solving
Incident command and coordination
Customer service excellence
Executive communication
Time management and prioritization
Conflict resolution
Attention to detail
Ability to perform effectively under pressure
Cross-functional collaboration
Working Conditions
May require participation in a 24x7 on-call rotation.
Ability to support major incidents outside 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/Vision/Various Ancillary coverages through Unum
401(k) retirement savings plan
Paid-time-off options
Company-paid Employee Assistance Program (EAP)
Discount programs through ADP WorkforceNow
Additional Details
The base range for this contract position is $18 - $28 / per hour, depending on experience. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Qualified applicants with arrest or conviction records will be considered.
About Us
Stand8 provides end-to-end IT solutions to enterprise partners across the United States and globally with offices in Los Angeles, Atlanta, New York, Mexico, Japan, India, and more. Stand8 focuses on the "bleeding edge" of technology and leverages automation, process, marketing, and over fifteen years of success and growth to provide a world-class experience for our customers, partners, and employees.
Our mission is to impact the world positively by creating success through PEOPLE, PROCESS, and TECHNOLOGY.
Check out more at ; and reach out today to explore opportunities to grow together!
By applying to this position, your data will be processed in accordance with the Stand8 Privacy Policy.