Job Description :
Escalation Support Specialist

Richardson, TX 75082

12+ Months

Pay Rate: $Open/DOE

Escalation Support Specialist

On behalf of our client, Procom Services is searching for a Escalation Support Specialist for a contract opportunity in Dallas, TX.

will be required to be on-call one weekend per month (there is no additional specific on-call pay, but they will be paid for any time spent resolving issues while being on-call We are looking for candidates familiar with NOC incident management experience and with ITIL process (they need to understand Service Management and IT Lifecycle Management with a specific understanding of Incident, Major Incident, Change, Release Config They will be working with industry-leading COTS products (MS, CA, Citrix - Familiarity with the suite of CA tools would be beneficial (CA Service Management, CA Spectrum, etc for network management/monitoring tools, as well as systems support for Windows/Unix/Linux OS and servers, Cisco networking equipment/switches/routers/Telco gear, firewalls, etc.

If interested I would need you to email your updated resume in a word document with your contact details, current location, availability and hourly pay rate expectations to

Escalation Support Specialist Job Details

Manages assigned large-scale enterprise major incidents.
Flawlessly execute chief officer communications during service crises.
Perform detailed analysis of clear and present network/server/Wintel engineering, design and technical flaws causing service outages on customer and internal networks.
Directs and coordinates VPs, Directors, Managers and individual contributors to perform work and make decisions during critical outages. Must be seen to be in command of all resources (human, material, time) during crisis calls.
Urgent escalation of technical problems or policy decisions to executive, management and engineering levels, inside and outside, immediately and simultaneously, during customer outage.
Schedules and coordinates infrastructure and customer infrastructure changes in emergency conditions.
Investigates and coordinates resolution of problems, inefficiencies, and network performance on a real-time basis and in high-stress conditions.
Directs completion of customer requests via the ticketing system.
Complies with all standard internal controls and processes. Participates and follows all processes.
Delivers results in support of achieving the organization’s Service Level Agreements.
Viewed as technical leader for all Major incidents.
Manages projects related to technology pilots, conversions, implementations, etc., as assigned.
Regularly participates in the audit process.
Continues to enhance knowledge base for new products and vendor solutions that impact the business.

Escalation Support Specialist Mandatory Skills

Expert knowledge of a variety of network management and monitoring tools.
Excellent interpersonal, organizational, customer service, communications, and presentation skills.
Ability to serve as a technical mentor to others and guides less experienced engineers and technicians in resolving complex problems.
Ability to apply expert knowledge of enterprise operations to the most complex problems and to direct, train, and guide less experienced staff.
8-10 years of related network/infrastructure experience.
Demonstrated incident management experience in a large-scale, multi-platform environment, supporting 24x7 operations.
Experience with SNMP Management Tools, PC based tools and products, and MS-Office preferred.
Accreditation for IT systems control and ITIL framework.
3-5 years’ leadership in IT control center(s), leading multiple-discipline teams in resolving critical large-scale infrastructure outages.

Escalation Support Specialist Start Date


Escalation Support Specialist Assignment Length

12+ months