Operation Escalation Manager

Job description

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.