Process Manager - Customer Support & Incident Management

Senior Analyst Responsibilities Key Responsibilities Serve as the primary customer contact for US and international clients via phone, chat, email, and portals. Handle high‑priority incidents and customer escalations, ensuring timely response and resolution. Provide white‑glove support to strategic and enterprise customers in coordination with NOC and Network Operations teams. Lead major incident management, including customer communication, stakeholder updates, and service restoration coordination. Work closely with internal teams (Network, Field Engineering, Customer Support, Billing) to resolve service‑impacting issues. Create clear and accurate case notes, summaries, and customer updates in CRM and ticketing systems. Prepare post‑incident reports and RCAs; track corrective and preventive actions. Monitor escalation trends, SLA performance, and service quality to support continuous improvement Qualifications Qualifications & Experience Bachelor’s degree in IT,, Telecommunications, or a related discipline (preferred). 2–6 years of experience in contact center / BPO / service desk operations, supporting global (US/international) customers. Prior experience in ISP, telecom, or data centre support environments is strongly preferred. Strong spoken and written English; ability to communicate clearly with global stakeholders. Demonstrated ability to manage customer escalations and high‑pressure situations professionally. Comfortable working in 24×7 rotational and night shifts aligned to US time zones. Hands‑on experience with ticketing systems, case management, ACD platforms, and CRM tools Understanding of incident management and SLA‑driven support models. Preferred Skills Exposure to network monitoring tools, outage dashboards, and service assurance metrics. Experience supporting enterprise or business‑critical services. ITIL or service management certification is a plus.