Operation Escalation Manager
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.
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