Granite Background & History

Granite is one of the premier communications services providers to businesses across the United States and Canada. We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100. Granite has over $1.8 Billion in revenue with more than 2,300 employees and is headquartered in Quincy, MA just off I-93 and directly next to the North Quincy T Station on the Red Line. Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success.

ü Granite has been recognized by the Boston Business Journal as one of the “Healthiest Companies” in Massachusetts for the past 14 consecutive years

ü Our Quincy office has an onsite dining facility and a fully equipped state of the art gym that offers daily Cross Fit, Mixed Martial Arts, and Yoga classes available to employees at zero cost.

ü Granite’s philanthropy is unparalleled with over $200 million in donations to organizations such as Dana Farber Cancer Institute, The ALS Foundation and the Alzheimer’s Association to name a few.

ü We have been consistently rated a “Fastest Growing Company” by Inc. Magazine.

ü Granite was named to Forbes List of America's Best Employers 2022

ü Granite was recently named One of Forbes Best Employers for Diversity

If you are a highly motivated individual who wants to grow your career with a fast paced and progressive company, Granite has countless opportunities for you.

EOE/M/F/Vets/Disabled

General Summary of Position:

The IT Technical Escalations Manager is responsible for identifying, tracking, reporting, and ushering customer affecting escalations (or issues that are suspected as high risk to be escalated) to resolution by working directly with the responsible IT team members, business users, and customers.

Duties and Responsibilities:

This role will be responsible for preventing escalations from occurring where possible. Else, this person will be responsible for mitigating or resolving escalations to prevent them from reaching executive IT levels. Lastly, this person would be responsible to make the executive management in IT aware of any escalations that are at risk for coming across their desk for direct executive action. The person filling this role would require an understanding of Granite culture and willingness to support the model for Granite 2.0. The role will include managing people and processes that may not report directly to the person filling the role as well as possible direct reports.

IT Customer Escalations defined: Any customer (directly or indirectly) affecting escalation, or suspected future escalation, that can be resolved with the help of IT resources. This pertains to existing or future systems, enhancements, requests, or company initiatives.

Required Qualifications:

· BA in Information Technology, or equivalent

· Proactive attitude and appropriate sense of urgency

· Ability to set and meet deadlines

· Comfortable with communicating with customers and executives

· Technical knowledge

· Ability to provide short, but accurate, updates and descriptions to management

· Ability to identify problems, solutions, and the best resources to aid in the process

· Independent worker with experience in managing people and processes

· Assertive nature to foster appropriate focus needed by others to succeed in problem resolution

· Willingness and ability to support changes that align with the company’s future state (i.e. Mulesoft, CW, Marketplace)

· Able to work well with others inside an outside the organization when dealing with intense escalations

· Willingness to be available on and off regular work hours to help manage and solve customer affecting issues

· Excellent oral and written communication skills

· Sound analytical ability, problem solving skills and technical knowledge

· Strong analytical and problem-solving skills

· Highly motivated, energetic, self-starter

· Availability to work overtime as required

· Great work ethic

· Proficient with Microsoft Office products, Word, Excel, Outlook

· Ability to work independently and make judgment calls

· Excellent multitasking ability

Preferred Qualifications:

· 10+ years of Telecommunications industry experience with emphasis on Information Technology