About this role
About the Role: At GTT, we connect people, applications, and data securely across the globe. As a leading Networking and Security-as-a-Service provider, we help multinational organizations simplify and transform their IT infrastructure through our global Tier 1 network and innovative technology solutions. We're looking for an Operation Escalation Manager to join our team and play a critical role in managing customer incidents, coordinating internal and external stakeholders, and driving issues through to resolution. What You'll Do
• Manage and coordinate customer incidents until resolution • Act as the primary escalation point between customers, suppliers, and internal teams • Communicate incident updates and progress to customers throughout the lifecycle • Work closely with Service Desk, NOC, EOC, Carrier Management, and Service Delivery teams • Escalate issues internally and externally to ensure timely resolution • Perform basic technical checks and diagnostics to validate service status • Maintain supplier relationships and ensure accurate escalation contacts and documentation What We're Looking For ✔ 2+ years of experience in Telecoms, Customer Support, Service Operations, or a similar environment ✔ Experience working with Trouble Ticketing and CRM systems ✔ Strong communication, coordination, and problem-solving skills ✔ Understanding of telecom technologies including IP, Ethernet, Voice, SD-WAN, VPN, Internet, or related services ✔ Ability to perform effectively in a fast-paced, customer-focused environment
Nice to Have
• Basic troubleshooting and diagnostics experience • ITIL awareness • Knowledge of last-mile technologies (DSL, ISDN, Radio, etc.) • CCNA or JNCIA certification
Working Pattern • Shift rotation between 08:00 and 20:00 EET/EEST (08:00 - 17:00 /09:00 - 18:00 /10:00 - 19:00 /11:00 - 20:00) • Hybrid/Remote working arrangement based in Sofia
Why GTT?: Adaptive mindset: You will be encouraged to learn, grow and develop new skills as priorities evolve. Collective impact: You will collaborate across teams and regions to deliver shared success. Customer ownership: You will take accountability for outcomes and help build trusted relationships. Join a global, supportive team where your work makes a real impact and your development is a priority.
Our Commitment: We are committed to creating an inclusive environment where everyone can thrive. We value diversity of thought, experience and background, and ensure fair and equitable opportunities for all.
#LI-Remote #LI-VP1