Operations Escalation Manager with Italian

About GTT:

GTT is a leading global provider of secure cloud networking solutions for multinational 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 sales and 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  gtt.net .

Role Summary:

   The Operations Escalation Manager is the position that interacts with our external providers, internal teams when it comes to Incident. Driving cases toward resolution and performing escalations. Regularly updating the customer on the progress and driving the incident until resolution. Maintaining the escalation contacts into the supplier database up to date.

Internal Departments they will interact with:

   Service Desk, EOC, NOC, Carrier Management, Service Delivery.

Main Responsibilities:

∙ Liaise with GTT's local tail suppliers and build strong relationships. 
∙ Raise tickets with suppliers and ensure regular updates and feedback via the telephone, email web portal and internal ticket. 
∙ Manage Supplier-related customer faults and ensure they are resolved within SLAs. 
∙ Perform and interpret results of basic technical operations (ping tests, loops, etc.) to confirm service status. 
∙ Ensure appropriate processes are followed and associated documentation updated. 
∙ Clearly communicate incident progress to customers throughout life cycle until final resolution. 
∙ Work with internal operations and regional support organizations in order to resolve customer issues speedily. 
∙ Escalate effectively and according to documented processes both internally and externally to ensure prompt resolution of incidents. 
∙ Provide documentation and reports to customers and senior management on incident progress and resolution. Make sure documentation is regularly reviewed and updated to meet the highest standards

∙The Operations Escalation Manager is responsible for managing and coordinating the    incident untill resolution

∙ Acknowledge and provide updates on a high-level escalation over the phone

Ideal Candidate Profile:

   The Ideal candidate will have strong awareness of telecoms technologies and services: IP (VPN, Internet), Transmission (SDH, DWDM), Ethernet, Voice. Independent and self-starting person with excellent communication and analytical skills. Stress resistant with the ability to accommodate to fast changing environment.

Essential Criteria:

∙ 2+ year Customer Support or Telecoms related experience 
∙ 2+ year experience in use of Trouble Ticket and CRM systems 
∙ Problem-solving and analytical skills 
∙ Demonstrable understanding and awareness of a process 
∙ Excellent communication skills (verbal and written)

Desirable Criteria:

∙ 1+ years’ experience in elementary diagnostics and troubleshooting. 

∙ Thorough knowledge of common Telecoms "last mile" technologies (ISDN, DSL, Radio, etc.)  

∙ ITIL awareness

Qualifications/Courses:

Graduate degree in Engineering or equivalent degree.

JNCIA/CCNA - Desirable

Hours/Travel/Shift:

• Full-time on 4 shifts: 08:00 - 17:00 /09:00 - 18:00 /10:00 - 19:00 /11:00 - 20:00 EET/EEST
• Sofia, Remote. Hybrid