Associate Process Manager

We are seeking a proactive and experienced Incident Manager to join our team at eClerx, a leading Internet Service Provider. The ideal candidate will be responsible for managing and resolving high-priority customer issues, service disruptions, and internal escalations in a timely and professional manner. This role requires excellent cross-functional collaboration, customer communication, root cause analysis, and continuous improvement mindset to enhance service reliability and customer satisfaction.

Key Responsibilities:

• Act as the primary point of contact for escalated customer issues, ensuring timely acknowledgment, investigation, and resolution.
• Engaging with NOC team leads and supervisors (Transport; 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 quick resolution of service-impacting issues.
• Lead incident response for major outages or critical service degradations; provide real-time updates to stakeholders and customers.
• Analyse incidence summary and identify root cause analysis (RCA) for recurring issues and work with relevant teams to implement corrective and preventive actions.
• Track, document, and report escalation trends, outcomes, and improvements to senior leadership.
• Maintain escalation response playbooks, SLAs, and protocols to ensure consistent and effective handling of critical issues.
• Collaborate with customer success and account management teams to maintain high customer satisfaction and retain key accounts.
• Identify and drive improvements in support processes, documentation, and cross-team communication to reduce escalations over time.
• Prepare post-incident reports and presentations for internal review and external communication as needed.

Qualifications:

• Bachelor’s degree in Information Technology, Telecommunications, Engineering, or related field.
• 3 to 5 years of experience in technical support, service delivery or network operations, preferably in the ISP or telecom industry.
• Proven experience handling escalations and leading cross-functional resolution efforts under pressure.
• Ability to defuse and calm intensified situations
• Attention to detail to ensure proper dissemination of internal and external communication
• Update and “clean up” tickets as needed
• Strong understanding of ISP infrastructure, broadband technologies, and network troubleshooting principles.
• Excellent verbal and written communication skills; ability to communicate complex technical issues to non-technical stakeholders.
• Strong analytical and problem-solving abilities with a customer-first mindset.
• Experience with incident management tools, ticketing systems, and escalation tracking dashboards.
• ITIL or related service management certification is a plus.

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.