Operations Escalation Manager

As the Operations Escalation Manager at GTT, you will serve as the Executive Escalation point for incidents requiring exceptional oversight and resource coordination. Your primary focus will be to ensure that escalated incidents within your 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. You will possess a strong aptitude for working with a diverse portfolio of Information and Communications Technology (ICT) products and services. Your responsibilities will include 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 you to be comfortable working with minimal direction and capable of thriving in a fast-paced, ever-changing environment. Your interactions will involve various teams including Service Desk, enterprise operations, network management, supplier management commercial, service delivery, and sales teams. You will ensure that internal/external communications are maintained as needed in a timely manner, clear, concise, meaningful, professional, and efficient. Additionally, you will review and trigger both technical and hierarchical escalations, oversee critical escalations requiring executive engagement, maintain an exceptional level of customer service, and provide documentation and reports to customers and senior management on incident progress and resolution. To be successful in this role, you must have knowledge and understanding of TCP/IP (OSI) model, telecoms technologies and services, experience with ITSM tools, fault diagnosis/troubleshooting, and experience in Customer Service/Contact Centre/Help Desk/Service Desk role. A BSc/BA Degree in ICT/Telecommunications/Business Administration or a similar discipline is required. Desirable qualifications include knowledge of WAN connections, optical technologies, Cisco/Juniper hardware/software, and ITIL Foundation/Intermediate. You will work in shifts with specific hours between 08:00-20:00 EET/EEST. Core competencies for this role include accuracy and attention to detail, active learning, effective communication, interpersonal relationships, managing multiple priorities, problem-solving, teamwork, cross-team integration, root cause analysis (RCA), ITIL, and network incident management. Universal competencies required include continuous improvement, customer first (customer facing), and operational excellence. Your role will contribute to driving fundamental changes, enhancing responsiveness and efficiency, creating a culture of accountability, collaboration, and partnership, and focusing on system-driven processes for consistency and scalability with a customer-centric approach.,