Operations Escalation Manager

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.