Job Description:

Role Summary The Escalation Intake Service Executive acts as the first point of contact for all incoming escalations (L1 and above). The role is responsible for intake, validation, prioritization, and routing of escalations, ensuring correct classification, SLA adherence, and timely engagement of the appropriate resolver teams. The position plays a critical role in incident coordination, stakeholder communication, and escalation governance. ________________________________________ Key Responsibilities Escalation Intake & Triage • Receive and log all incoming escalations (L1, L2, L3+) via tickets, Teams, email, and monitoring channels. • Perform initial triage, validating escalation details, impact, urgency, and priority. • Classify escalations as Valid / Invalid based on defined guidelines and intake criteria. • Ensure complete and accurate information is captured before routing to resolver teams. • Acknowledge escalations within defined SLA timelines. ________________________________________ Routing & Coordination • Route validated escalations to the appropriate resolver teams (LLD, BASIS, SM, CSD, MIM, etc.). • Assign unassigned or pending tickets within defined time thresholds (e.g., >2 hours). • Initiate urgent group chats for high-priority cases and escalate to bridge calls if required. • Notify relevant stakeholders for P1 / CI / PROD live incidents and ensure MIM engagement. ________________________________________ Incident & Bridge Support • Support initiation and coordination of bridge calls for critical escalations. • Initiate EOS bridges within SLA timelines and assist in driving call flow. • Document incident details, updates, and action items in OneNote or designated tools. • Support go-live safeguarding by responding to go-live pings and coordinating safeguarding bridges. ________________________________________ Communication & Monitoring • Respond to CSD, MIM, LLD, BASIS, and leadership queries related to escalation intake status. • Monitor EIS inbox, Teams channels, and personal inbox to ensure no escalation is missed. • Provide regular status updates to stakeholders during active escalations. • Ensure smooth shift handover for ongoing escalations and live incidents. ________________________________________ Tracking, Governance & Reporting • Maintain and update Escalation Intake trackers, CCR tracker, and L1–L3 escalation dashboards. • Monitor SLA adherence and ticket ageing, flagging risks and delays proactively. • Participate in weekly reviews of unresolved or ageing escalations. • Support monthly reporting, including escalation volume, trends, and intake accuracy. ________________________________________ Ad-hoc Support • Support urgent and high-impact escalations outside routine schedules. • Assist with unplanned bridge calls and high-severity incident coordination. • Provide data and insights for client, SEO, or leadership requests as needed. ________________________________________ Key Skills & Competencies • Strong intake, triage, and coordination skills • Excellent communication and stakeholder management • Ability to prioritize and multitask in high-pressure environments • Strong attention to detail and documentation discipline • Good understanding of incident management and escalation workflows ________________________________________ Preferred Experience • Experience in service desk, escalation intake, incident coordination, or production support • Familiarity with ITSM tools, ticketing systems, and SLA-driven operations • Experience working in 24x7 or shift-based environments

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