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. #LI-Remote #LI-VP1