InfiCare
InfiCare

Escalation Management Agent

Remote • Posted 20 hours ago • Updated 20 hours ago
Contract W2
Contract Corp To Corp
1 Year
No Travel Required
Remote
Depends on Experience
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Escalation Management
  • Emergency Operations Center

Summary

Job Title: Escalation Management Agent

Location: US (Remote)

Job Type: Contract

Experience: To be confirmed

Job Overview

 

We are seeking an experienced Escalation Management Agent to support our client's IT Operations team. This role is responsible for resolving high-impact and critical business issues, minimizing escalated incidents, and restoring business operations through Short-Term Fix (STF) and Long-Term Fix (LTF) strategies.

Key Responsibilities

 
  • Take ownership of high-impact and critical business escalations, working to eliminate escalated email threads and restore S&L Operations efficiently
  • Support the Incident Management team with escalated cases, ensuring prompt and effective resolution
  • Perform weekly case audits (50 cases per week) and report findings to the Incident Management team
  • Follow ISO processes rigorously across all incident handling and communications
  • Identify and drive opportunities for process optimization, improvements, and automation
  • Create and maintain Knowledge Base documentation, coordinating reviews with Support Readiness
  • Participate in S&L UAT activities and report outcomes
  • Review outage communications sent to the S&L business community
  • Prepare and review weekly escalated case reports with the Incident Management Team, following up with IT Operations
  • Participate in Emergency Operations Center (EOC) bridge calls to represent S&L Operations
  • Monitor epage/email alerts 24x7x365 and take required actions to restore operations
  • Engage in S&L Release Trainings and evaluate agent readiness on each project, enhancement, or defect functionality
  • Meet or exceed defined Balance Scorecard and Metrics targets

Required Skills

 
  • Escalation Management and Incident Management experience
  • Case auditing and quality review capabilities
  • Strong understanding of ISO process compliance
  • Experience with Knowledge Base documentation and maintenance
  • Ability to work in a 24x7x365 on-call monitoring environment
  • Excellent communication skills for stakeholder and business community updates
  • Experience participating in UAT and Emergency Operations Center activities
  • Process optimization and automation mindset

Preferred Skills

 
  • Familiarity with IT Operations and S&L environments
  • Experience with scorecard and performance metrics tracking
  • Background in release training and agent readiness evaluation

Location & Work Model

 

Remote — United States

Engagement Details

 

Contract engagement. Duration and start date to be confirmed. Apply now to learn more.

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.
  • Dice Id: 10113809
  • Position Id: 114016-1090-1793191062
  • Posted 20 hours ago
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