{"id":3458543,"url":"https://alion.io/job/hyperoptic-service-operations-engineer","title":"Service Operations Engineer","company":{"id":51605,"name":"Hyperoptic","domain":"hyperoptic.com","url":"https://alion.io/company/hyperoptic","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Belgrade, Serbia"],"countries":["RS"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":23000,"max_usd":66000,"period":"year","method":null,"sample_n":21788},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Jira","optional":false}],"status":"live","first_seen_at":"2026-10-29T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-10-29T00:00:00Z","board_verified":false,"closed_at":null,"days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"Job title: Service Operations Engineer\n\nOffice location: Spanskih boraca, Belgrade - Hybrid working (3 days in the office)\n\nShift rota: Shifts include 06:00 - 14:00 / 14:00 - 22:00 / 22:00 - 06:00 / 09:00- 17:00 / 11:00 - 19:00\n\nAbout the role and the Team: \nWe are looking for a proactive and customer-focused Service Operations Engineer to join our team and play a key role in maintaining a reliable, high-performing network and IT service. As the first point of contact for customer incidents, you will monitor alerts, respond to issues, carry out initial troubleshooting, and ensure incidents are resolved or escalated promptly to the appropriate technical teams. With a strong focus on service quality and customer experience, you will help us maintain network availability and resolve or escalate 95% of customer issues within 24 hours. Working closely with our NetOps and SysOps teams, you will also help identify recurring issues, improve processes, and ensure customers receive a responsive and consistently high standard of service.\n\nWhat will you be doing?\nIncident Management\n\nReact promptly to alarms received from monitoring tools, ticketing system or emails\n\nMaintain clear communications with relevant teams during the resolution of any network incident\n\nKeep record of all network and IT issues with the remedy and send report to line manager\n\nEscalate to relevant internal or external parties to resolve the issue quickly\n\nTake proactive steps and actions to avoid network incidents\n\nReference: TxiXALtVJI0tL3KRLZL7Y_dQjO69iOzMSNRwu7Iwgrsz9kyqypE9l8dCFnlYHPmM\n\nCustomer-Related Ticket Handling\n\nManage and respond to incoming customer tickets involving network or system issues.\n\nConduct basic troubleshooting for network-related tickets and escalate to NetOps if the issue requires advanced analysis.\n\nTroubleshoot system-related tickets and escalate to SysOps for more in-depth resolution if needed.\n\nCollaboration and Reporting\n\nWork closely with NetOps and SysOps teams to ensure seamless issue resolution and efficient ticket flow between levels.\n\nProvide input on common incident trends to assist in identifying recurring issues and areas for process improvement.\n\nMaintain detailed records of all incidents, resolutions, and escalations, contributing to the overall knowledge base.\n\nWhat we are looking for:\n\nBachelor's degree\n\nGood understanding of troubleshooting network & IT services issues\n\nGood knowledge on Ethernet, IP, Broadband and IT technologies\n\nExperience with ticketing systems such as Jira.\n\nStrong communication skills and the ability to interact effectively with both technical and non-technical teams\n\nExcellent English, written and spoken\n\nAnalytical thinker with strong attention to details\n\nWhy work for us?\nWe're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!\n\nAwarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)\n\nIn our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we're more than 700 people. Do you want to be a part of our next adventure?\n\nSome of our key Benefits:\n\nCompetitive salary\n\nGlobal Remote working for up to 2 week per year for those who are able to work remotely\n\n25 days' paid holiday increasing each year, to a max of 35\n\nExtra days off for your birthday, move house and volunteer\n\nAccess to a wellbeing platform, Rezilient\n\nPartnership with SOS Children's Village\n\nPrivate medical insurance (Permanent employees)\n\nFit Pass discount\n\nTechnology discount\n\nTeam sports activities\n\nMassages in the office\n\nSweet Tuesdays\n\nWe're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.\n\nWhat happens next?\nYou apply (please send us your CV in English)\nWe carefully review your application\nWe'll get back to you — even if it's a no (for now)","description_format":"text","description_chars":4252,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance","Hybrid work","Sports activities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Telecommunications","Broadband"],"lifecycle":[{"event":"open","at":"2026-10-29T12:58:00Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":25,"reasons":["seen:3","win:early"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/hyperoptic-service-operations-engineer","json_url":"https://alion.io/job/hyperoptic-service-operations-engineer.json","meta":{"generated_at":"2026-11-01T13:03:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20174,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51605},"rest":"https://alion.io/mcp/rest/get_company?id=51605"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhyperoptic-service-operations-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhyperoptic-service-operations-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhyperoptic-service-operations-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hyperoptic-service-operations-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhyperoptic-service-operations-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3458543}},{"tool":"search_jobs","arguments":{"company":"hyperoptic.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3458543},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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