Job Title: IT Escalation Management I ASAP
Job Summary
Collabera Technologies Private Limited Inc
Other - Philippines
Job Category:
Years of Experience
2 - 7 years


Job Description

  • Job Description:
    • Coordinate and follow up on the handling of IT high priority incidents on a follow the sun schedule, making sure they are resolved and communicated accurately.

    • Confirm the correct assignment and priority validation of the high priority incident tickets.

    • Communicate the opening, updates and resolution of IT high priority incidents to the corresponding audience based on incident scope and impact on a regular basis.

    • Maintain the Planned Maintenance Calendar and Problem Management reports on SharePoint as a support activity of the Situation Management function.

    • Identify and coordinate IT Emergency Situations, by informing and engaging the IT Leaders in online meeting and calls

    • Handle the IT Complaint Tickets through their whole lifecycle, by contacting supporters, leaders and customers, confirming satisfaction once the complaint tickets are resolved.

    • Handle the positive feedback tickets while forwarding them to the respective IT Supporters and Leaders.

    • Organize online calls and act as a moderator for clarifying possible gaps of a specific high priority ticket handling situation.

About Us
With an expanded footprint spanning 3 continents, we offer clients the ability to leverage our Global Talent Management to gain access to the best IT resources regardless of where they are. All Collabera locations are positioned to provide innovative solutions to our clients, helping them achieve cost efficiencies through industry best practices and our world-class recruiting engine.

Collabera services Fortune 500 and mid-size clients globally through a network of over 40 locations in North America, Europe and APAC. These locations include sales offices, regional centers and proximity delivery centers.

Collabera’s Philippines operations started in 2011 and is experiencing tremendous growth. We currently have 2 office locations and over 2500 consultants in the country. As the Philippines is considered a top location for BPO (voice) services, Collabera Philippines has established a world-class customer service competency center specifically for the BPO and Call Center domain.