We are seeking a detail-oriented and experienced Service Desk Escalation Specialist to join our team. In this role, you will be responsible for managing service desk escalations, working with solutions engineers across multiple regions, and providing updates to operations managers. You will be responsible for ensuring that all service desk escalations are addressed in a timely and effective manner, and that solutions engineers have the necessary information to resolve the issue.Working hours: 12pm-9pm (with 1hr break) from Monday to FridayKey Responsibilities:Manage SLA for Engineering TeamsAnalyze and Manage incidents/escalations for Level 2 and 3 Engineering TeamsTrend analysis and maintain customer portfolio for Top clients and present KPIs to ManagementIdentify customer impact and deliver customer satisfaction and successMonitor and triage the service desk for level 2 and 3 escalationsIdentify pain points and potential solutions and present a roadmap to ManagementIncharge of process set up and management for smooth business deliveryCollaborate with Solutions Engineering Managers across multiple regions to ensure timely resolution of escalationsProvide regular updates to operations managers on the status of service desk escalationsIncharge of investigation for Compliance Reports and root cause analysis for IncidentsTrack and report on service desk escalation trends to identify opportunities for process improvementDevelop and maintain a knowledge base of known issues and their resolutionsIdentify and document service desk escalation workflows and proceduresExperience, Skills and Qualifications:Bachelor's degree in Computer Science, Information Systems, or related field2+ years of experience in a service desk incident management roleExperience managing complex technical projects and Engineering/Devops TeamsExperience in incident management and understanding of ITIL, SDLC and customer successExperience working with service desk tools like ZOHO and JIRA for trend analysis and ticket managementExperience working with global teams, cultures and stylesStrong analytical and problem-solving skillsExcellent communication and interpersonal skillsAbility to manage multiple client portfolios simultaneously and prioritize workloadStrong attention to detail and ability to work independentlyIf you are a highly organized individual with excellent communication skills and a passion for problem-solving, we encourage you to apply for this exciting opportunityBy applying, I confirm I have read and accepted TransPerfect's Privacy Policy: https://www.Transperfect.Com/about/data-privacy-recruiting