Vice President of Escalations

Job Summary

A company is looking for a Vice President of Escalations for MSP - Remote (Telecom).

Key Responsibilities

• Lead and resolve escalated customer and partner issues requiring senior involvement
• Identify operational failures contributing to escalations and implement corrective actions
• Maintain KPIs focused on resolution time, communication quality, and recurrence reduction

Required Qualifications

• Telecom background with experience in carriers, circuit delivery, or NOC environments
• Ten or more years of operational or leadership experience in telecom or managed services
• Demonstrated ability to lead complex escalations across multiple departments
• Strong operational judgment for making rapid decisions under pressure
• Ability to diagnose operational issues and implement systemic improvements