Telecom Escalations Specialist

STAND 8 provides end to end IT solutions to enterprise partners across the United States and with offices in Los Angeles, New York, New Jersey, Atlanta, and more including internationally in Mexico and India. The Telecom Escalation Specialist serves as the primary point of customer contact for high-priority telecommunications incidents, service disruptions, and customer-impacting network events.

STAND 8 provides end to end IT solutions to enterprise partners across the United States and with offices in Los Angeles, New York, New Jersey, Atlanta, and more including internationally in Mexico and India.

The Telecom Escalation Specialist serves as the primary point of customer contact for high-priority telecommunications incidents, service disruptions, and customer-impacting network events. This role manages escalations from detection through resolution while coordinating technical teams, carriers, vendors, customers, and leadership. The specialist leads incident communications, drives service restoration within established SLAs, and validates successful resolution. This position also supports post-incident reviews and continual improvement initiatives designed to reduce service interruptions and improve response times.

Location & Work Type

Location: Remote, USA
Work Type: Remote

Key Responsibilities

Incident & Escalation Management

• Lead bridge calls and escalation meetings during major incidents.
• Assess incident severity and determine appropriate escalation paths.
• Monitor incident progress and ensure timely updates to stakeholders.
• Drive issue resolution by engaging internal technical teams and external carriers/vendors.
• Escalate unresolved issues according to defined operational procedures.

Customer & Stakeholder Communication

• Provide timely and accurate status updates to customers, leadership, and operational teams.
• Translate technical issues into business-impact language for non-technical audiences.
• Ensure customer expectations are managed throughout the incident lifecycle.

Network Operations Support

• Work closely with NOC, Engineering, Field Operations, Carrier Relations, and Vendor Management teams.
• Validate service restoration and confirm customer acceptance when required.

Process Improvement

• Participate in post-incident reviews and root cause analysis activities.
• Identify recurring issues and recommend corrective actions.
• Support continual improvement initiatives to reduce service interruptions and improve response times.

Performance Metrics

• SLA compliance and restoration times
• Mean Time to Restore Service (MTTR)
• Escalation response time
• Customer satisfaction scores
• Accuracy and timeliness of communications
• Incident documentation quality
• Reduction of repeat incidents

Qualifications

Required:

Education

• Associate's or Bachelor's degree in Telecommunications, Information Technology, Network Engineering, or related field preferred.
• Equivalent combination of education and experience may be considered.

Required Experience

• Experience working in a telecom Network Operations Center required.
• Experience working with telecom carriers, vendors, and enterprise customers required.

Technical Knowledge

• Understanding of telecommunications and networking technologies, including:
  • WAN/LAN
  • MPLS
  • SD-WAN
  • Voice services (SIP, PRI, VoIP)
  • Fiber and transport services
  • Ethernet and IP networking
  • Network monitoring and ticketing systems
• Familiarity with ITIL incident and problem management principles.
• Experience working in a 24x7 operations environment.
• Knowledge of carrier escalation processes and telecom service delivery.

Key Competencies

• Critical thinking and problem-solving
• Incident command and coordination
• Customer service excellence
• Executive communication
• Time management and prioritization
• Conflict resolution
• Attention to detail
• Ability to perform effectively under pressure
• Cross-functional collaboration

Working Conditions

• May require participation in a 24x7 on-call rotation.
• Ability to support major incidents outside normal business hours.
• Fast-paced operational environment with high visibility to leadership and customers.

Preferred (Optional):

Preferred Experience

• 3+ years of experience in telecommunications, network operations, NOC, service assurance, incident management, or technical support preferred.
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