Ticket Escalation & Monitoring Officer at Timeless Telecom

Job Summary

• The Ticket Escalation &Monitoring Officer is responsible for overseeing the resolution process of escalated technical issues within the engineering team.
• The role ensures all escalation tickets are promptly addressed, resolved within SLA, and appropriately closed to maintain optimal service delivery and customer satisfaction.
• This position acts as a bridge between field engineers, NOC, and other support units to coordinate effective maintenance responses across the ISP network.

Key Responsibilities

• Monitor all escalated tickets related to maintenance and service disruptions from engineers via the ticketing platform.
• Track ticket status from escalation to resolution, ensuring adherence to SLA timelines.
• Coordinate responses with field engineers, NOC, and other technical departments to ensure swift resolution.
• Review unresolved and repeat issues, identify root causes, and recommend preventive actions.
• Provide daily and weekly reports on ticket trends, resolution times, and performance indicators.
• Escalate unresolved or critical issues to higher management when necessary.
• Ensure ticket documentation is accurate, detailed, and completed for every incident.
• Analyze ticket data to identify recurring faults, engineer performance, and areas needing support or training.
• Liaise with customer service and technical support teams to ensure feedback loops and communication on ongoing issues.
• Participate in the continuous improvement of the escalation and maintenance process.

Requirements

• Bachelor’s Degree in Information Technology, Telecommunications, Engineering, or a related field.
• Minimum of 2 years experience in technical support, maintenance, or network operations in an ISP or Telecom environment.
• Experience working with ticketing and network management systems is essential.

Technical Skills:

• Proficient in the use of ticketing systems (e.g., OTRS, Jira, ServiceNow).
• Good understanding of IP networks, fiber optics, wireless technologies, and typical ISP infrastructure.
• Strong diagnostic and analytical skills in identifying system faults and trends.

Soft Skills:

• Excellent attention to detail and ability to work under pressure.
• Strong coordination, documentation, and reporting skills.
• Effective communication and interpersonal skills.
• Proactive, organized, and results-oriented.

Working Conditions:

• Based in Lagos office with occasional support for remote sites.
• May require after-hours monitoring or response to critical escalations.