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Business Desk and Escalation Manager

Vacancy Details

Reference No.



A renowned video entertainment organisation is currently seeking an individual to assume the role of Business Desk and Escalation Manager. The successful incumbent will be responsible for leading the business desk escalation team who are required to interact with internal customers, respond to escalated complaints and requests, as well as provide technical support and resolve queries.


  • Document, agreed and implemented crisis management strategies for Africa.
  • Document, agreed and implemented incident management processes and procedures for Africa.
  • Provide timeous and accurate feedback to customers and stakeholders (internal and external).
  • Escalate priority calls to the respective areas and drive for resolution.
  • Coordinate and manage severity one calls.
  • Identify, analyse, and initiate the escalation process in an organisation based on the escalation criteria specified by the organisation.
  • Link escalation tasks with incident problem records, identifying suitable service providers contacts, and find the appropriate customer management services qualified for the task.
  • Monitor and assess the production environment for re-occurring problems.
  • Monitor calls logged for trend and statistical reporting.
  • Manage outages of business-critical services.
  • Monitor all applications within the organisations operating environment.
  • Manage a knowledge repository for escalation procedures.
  • Provide weekly / bi-monthly reports to senior Africa management.
  • Review changes to the environment to understand and quantify impact and risk.
  • Manage and track actions from root cause sessions.
  • Manage and track priority change request and incidents with vendors.
  • Ensure all call reference numbers, escalations, requirements and bugs are logged, followed up on regularly until resolved.
  • Ensure all approved BRS's and URS's are handed over to training to plan training deployment accordingly for any changes introduces into the production environment.
  • In country Operational deployment checklist to be completed and maintained per initiative/project.
  • Ensure in country business readiness for all projects and initiatives.


  • Relevant Degree.
  • 5-8 years’ experience in business desk environment.
  • Product knowledge.
  • Process Management.
  • ITIL Methodology.
  • Incident Management Experience.
  • MCA Product / Service knowledge.
  • System development life cycle knowledge.
  • Understanding of MCA systems and processes.

Kindly note, if you have not heard from us within two weeks of your application please consider it unsuccessful.

Position Type


Work Level



Market Related


Information Technology

Salary Type



Cost To Company

Affirmative Action


Geographic Location

Gauteng - JHB North