Telecom Escalations Specialist

Stand8 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

• 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.

• 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.

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

• 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

• 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.

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

• 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.

• 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):

• 3 years of experience in telecommunications, network operations, NOC, service assurance, incident management, or technical support preferred.
• Experience managing high-severity incidents and customer escalations preferred.

Benefits

• Medical coverage and Health Savings Account (HSA) through Anthem
• Dental/Vision/Various Ancillary coverages through Unum
• 401(k) retirement savings plan
• Paid-time-off options
• Company-paid Employee Assistance Program (EAP)
• Discount programs through ADP Workforce Now

Additional Details

The base range for this contract position is $18 - $28 / per hour, depending on experience. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by…