About the Role:
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
Skills Required
- 2 or more 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 work effectively in a fast-paced, customer-focused environment
- Basic troubleshooting and diagnostics experience
- ITIL awareness
- Knowledge of last-mile technologies such as DSL, ISDN, and Radio
- CCNA or JNCIA certification
GTT Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about GTT and has not been reviewed or approved by GTT.
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Strong & Reliable Incentives — Bonus eligibility and on-time payments are portrayed as dependable, including mentions of a standing bonus plan.
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Leave & Time Off Breadth — PTO and sick leave are characterized as generous or solid, supporting workable time-off needs.
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Retirement Support — A 401(k) plan with company matching is highlighted as a helpful element of the package.
GTT Insights
What We Do
GTT is a managed network and security services provider to global organizations. We design and deliver solutions that leverage advanced cloud, networking and security technologies. We complement our solutions with a suite of professional services and exceptional support teams in local markets around the world. We serve thousands of national and multinational companies with a portfolio that includes SD-WAN, security, Internet, voice and other connectivity options. Our services are uniquely enabled by our top-ranked, global, Tier 1 IP backbone, which spans more than 260 cities on six continents. The company culture is built on a customer-first service experience reinforced by our commitment to operational excellence and continuous improvement in our business, environmental, social and governance practices. For more information, visit www.gtt.net.
