Ticket Escalation & Monitoring Officer Role

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.