Operations Escalation Manager

Position Title Operations Escalation Manager Location Bulgaria Pune United States Job Profile Operation Escalation Manager Department Business Operations - NOC About GTT GTT provides secure global connectivity improving network performance and agility for your people places applications and clouds We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services internet security and voice services Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence For more information on GTT please visit Role Summary The Operations Escalation Manager OEM will serve as the Executive Escalation point for incidents requiring exceptional oversight and resource coordination The OEM s primary focus will be to ensure that escalated incidents within their scope are communicated clearly both internally and externally action plans are developed and executed and expectations are set and met leading to the resolution of the incidents The ideal candidate will possess a strong aptitude for working with a diverse portfolio of Information and Communications Technology ICT products and services They will be responsible for analyzing facilitating and coordinating the necessary activities to resolve customer incidents and requests with minimal impact on Service Level Agreements SLAs These activities may range from straightforward to complex technical requirements including post-incident request follow-up This role demands a high degree of autonomy requiring the OEM to be comfortable working with minimal direction and capable of thriving in a fast-paced ever-changing environment Job Scope Interacts with enterprise operations network management supplier management commercial Service Delivery Service Assurance Engineer Technical Operations Problem Management Service Managers sales teams and customers Duties and Responsibilities Ensure frequency of internal and customer communications are maintained as needed in a timely manner and is always clear concise meaningful professional and efficient Review and trigger both technical and hierarchal escalations escalating incidents service requests that are at risk of failing or have failed agreed SLAs OLAs Oversee and manage the progress of critical escalations requiring executive engagement to resolve incidents caused by third-party suppliers ensuring customers receive premium service until the issue is fully resolved Maintain an exceptional level of customer service and experience during all engagements with internal and external departments Possess a thorough understanding and familiarity with customers services and solutions Actively participate as required in meetings customer 3rd party internal Support and participate as required in any Assurance related programs 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 Interpret results of basic technical operations checks 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 to resolve customer issues speedily Support the Line Manager Department Manager undertaking ad hoc delegated tasks of a similar level and responsibility as required Required Experience Qualifications Communication and Negotiation skills Empathy and Customer-centricity Leadership and influence Knowledge and understanding of TCP IP OSI model Strong awareness of telecoms technologies and services IP VPN Internet Transmission SDH DWDM Wavelength Ethernet Voice highly independent and self-motivated professional with strong communication and analytical skills Demonstrates reliability and adaptability in high-demand environments consistently responding effectively to fast-paced and evolving situations English - fluent mandatory MS suite products Experience of ITSM tools ServiceNow Clarify HEAT Experience in fault diagnosis troubleshooting and fulfilling requests Ability to understand and improve operational processes and procedures Ability to matrix manage across the different departments 12 months experience in Customer Service Contact Centre Help Desk Service Desk role must 12 months experience in a similar role desirable 12 months in a process driven organization desirable Experience working in a multi-cultural international environment must Experience in fault diagnosis troubleshooting and fulfilling requests must General ICT industry understanding must Awareness and understanding of process framework s - ITIL Foundation ITIL Operations must BS BA Degree in ICT Telecommunications Business Administration or similar discipline Desirable Experience Qualifications Knowledge and understanding of different types of common WAN connections Awareness understanding of optical technologies Understanding of Cisco Juniper hardware software - routers switches Experience with Cisco Juniper OS on CLI using show commands to troubleshoot issues Awareness understanding of Hosting and Security products Awareness understanding of Unified Conferencing products video Skype for Business Understanding the basic functions of the following protocols DNS DHCP IPv4 TCP UDP VPN VLANs German Spanish Italian French Japanese - fluent desirable CCENT knowledge Network or equivalent complete or in-progress ITIL Foundation Intermediate Core Competencies Accuracy and Attention to Detail Demonstrates basic precision in task execution and documentation Active Learning Engages in continuous learning and seek feedback to improve performance Effective Communications Communicates clearly and professionally with peers and customers Interpersonal Relationships Builds positive working relationships within immediate teams Managing Multiple Priorities Manages routine tasks and priorities effectively with guidance Problem Solving Applies basic troubleshooting techniques to resolve common issues Teamwork Collaborates with team members to achieve shared goals Cross-Team Integration Understands the value of collaboration across functions Root Cause Analysis RCA Supports RCA efforts by gathering data and documenting findings ITIL Applies basic ITIL principles in daily operations Network Incident Management Assists in identifying and resolving straightforward network incidents Universal Competencies Continuous Improvement Knowledge of transformation initiatives to drive fundamental changes and enhance responsiveness and efficiency to core business practices Ability to drive cultural changes from best effort to results-oriented Customer First Customer Facing Knowledge of customer interactions creating a culture of accountability collaboration and partnership Ability to build an environment supporting customer value creation at every level Operational Excellence Understanding the system-driven processes for consistency and scalability Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends EEO Statement Americas Only GTT provides equal employment opportunities EEO to all employees and applicants for employment without regard to race color religion sex national origin age disability or genetics In addition to federal law requirements GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training GTT expressly prohibits any form of workplace harassment based on race color religion gender sexual orientation gender identity or expression national origin age genetic information disability or veteran status Improper interference with the ability of GTT s employees to perform their job duties may result in discipline up to and including discharge Date Signature