Escalation Manager T1 CSC

Overview

Hybrid
Depends on Experience
Accepts corp to corp applications
Contract - Independent
Contract - W2

Skills

Application Support
Auditing
Cloud Computing
Collaboration
Communication
Corrective And Preventive Action
Red Hat Linux
Root Cause Analysis
Service Operations
ServiceNow
Network
Network Operations
Physical Layer
Problem Management
Recovery
IT Service Management
Issue Resolution
Management
NOC
Telco
Telecommunications
Decision-making
EPC
Escalation Management
GC
Grafana
ITIL
ITUP
Tier 1
Tier 2
Training
WAR
Workflow

Job Details

Job Title: Escalation Manager T1 CSC (Telco Core on RedHat OpenShift)
Location: Frisco (TX)/ Overland Park (Kansas)
Duration: 12+ months

Required skills:

**Shift**: General shift with on-call support for escalations (including weekends and holidays as needed)

Job Summary

We are looking for a seasoned and proactive Escalation Manager to lead and coordinate critical issue resolution in a 24x7 Network Operations Center (NoC) supporting Telco Core applications on a RedHat OpenShift platform. The Escalation Manager will act as the central point of contact for high-impact incidents, driving resolution through cross-functional collaboration, ensuring SLAs are met, and managing communications with technical and business stakeholders.

Key Responsibilities

Incident Management & Escalations

  • Serve as the single point of contact for major incidents and high-priority escalations.
  • Ensure prompt engagement of relevant Tier 2/3, application, and platform teams during critical issues.
  • Drive incident bridge calls and war rooms for effective troubleshooting and recovery.
  • Track incident timeline, root cause analysis (RCA) and ensure corrective/preventive actions (CAPA) are initiated.

Stakeholder Communication

  • Provide timely and transparent updates to internal and external stakeholders.
  • Own and deliver executive summaries for P1/P2 incidents and escalation outcomes.
  • Ensure post-incident review meetings are conducted and documented.

Process Governance & Improvement

  • Define and refine escalation handling workflows and templates.
  • Track trends of recurring escalations and contribute to service improvement plans.
  • Maintain escalation matrix and ensure training of L1/L1.5 staff on when and how to escalate.
  • Audit adherence to incident and escalation SLAs.

Collaboration

  • Collaborate closely with platform teams (RedHat OpenShift), Telco Core SMEs, security, and application support teams.
  • Ensure seamless coordination between Tier 1, Tier 2, and external vendors.
  • Participate in change advisory board (CAB) reviews where risk of service disruption exists.

Qualifications

Education & Experience

  • Bachelor s degree in IT, Telecommunications, or related field.
  • 5+ years in NoC or network/service operations with 2+ years in incident or escalation management.
  • Experience with Telco Core networks (IMS, 5 EPC) and container platforms like RedHat OpenShift.
  • Familiarity with ITIL/ITUP incident and problem management practices.

Skills

  • Strong understanding of Day 2 operations and fault management in hybrid cloud telecom environments.
  • Excellent communication, coordination, and decision-making skills.
  • Proficiency in using observability, monitoring, and ITSM tools (e.g., ServiceNow, Prometheus, Grafana).
  • Ability to lead under pressure and resolve complex issues quickly.

Preferred Certifications (Not Mandatory)

  • ITIL Foundation or Intermediate Certification
  • Red Hat Certified Specialist in OpenShift Administration
  • PMP or equivalent is a plus
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.