Senior Escalation and Service Desk Analyst

Senior Analyst Description Escalation/SO Engineer with a strong background in Contact center / BPO / call center supporting Data Centre operations or Internet Service Provider (ISP) environments. The ideal candidate should have demonstrated experience in managing large-scale service desk operations, handling high-severity incidents, and overseeing escalation processes in mission-critical infrastructure environments. Exposure to ITIL practices, 24x7 operational support models, and service assurance within Data Centres or ISPs is highly preferred. Responsibilities Key Responsibilities: Act as the primary point of contact for customer issues, ensuring timely acknowledgment, investigation, and resolution via inbound calls / chats / emails. Engage with NOC team leads and supervisors (Transport/FTT/CI/E-IP) as needed to provide white gloved experience to strategic customers. Coordinate across internal teams (e.g., Network Operations, Field Engineering, Customer Support, Billing) to drive qui...