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Customer Incident Manager


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    Tech Stack / Изисквания

    Role Summary:

    The Incident Manager is responsible for leading the resolution of incidents affecting customer services across an international geography. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, facilitate and co-ordinate the necessary activities for customer incidents/requests to be resolved/completed with minimal impact to SLAs, which may range from straightforward to more complex technical requirements, including post incident/request follow-up activities.  The role requires a significant amount of autonomy, so the Incident Manager should be comfortable working with minimal direction, with the ability to thrive in a fast paced and ever-changing environment.

    Internal Departments they will interact with:

    Service Desk, NMC, Tier 1, Tier 2, Tier 3, Carrier Management, Service Delivery, Sales, 3rd Parties.

    Main Responsibilities:

    • End to end ownership of incidents with potential or actual business impact.
    • Ensure that normal service operations are restored as quickly as possible whilst meeting the required service levels (SLAs).
    • Own and manage the progress of customer incidents/requests within Operations, clearly recognizing the customer issue and driving to resolution through establishment and engagement of a “virtual support team” drawn from required departments.
    • Ensure frequency of internal/external 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, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).
    • Review and manage customer requests that involve internal GTT departments and external partners.
    • Identify problems and raise them to the Problem Management team.
    • Review and revise processes, policies and procedures on a regular basis to drive efficiency and effectiveness within Service Assurance.
    • Maintain an exceptional level of customer service and experience during any engagements with all departments (internal or external).
    • Understanding and familiarity with Customers’ services and solutions.
    • Provide feedback to appropriate Line Manager on how Incident Management, the Service Desk and supporting functions can improve.
    • Provide mentoring and guidance to Service Desk Engineers.
    • Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
    • Actively participate as required in meetings (customer, 3rd party, internal).
    • Train new starters.
    • Support and participate as required in any Assurance related programmes.
    • Support the Line Manager / Department Manager, undertaking ad hoc/delegated tasks of a similar level and responsibility as may be required.

    Ideal Candidate Profile:


    • MS Office – Advanced (must).
    • Experience of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).
    • Ability to understand and improve operational processes and procedures.
    • Ability to matrix manage across the different departments.


    • 24+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).
    • 12+ x months experience in a similar role (desirable).
    • 12+ x 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).

    Essential Criteria:


    • Knowledge and understanding of TCP/IP (OSI) model.


    • English – fluent (mandatory).

    Desirable Criteria:


    • Knowledge and understanding of different types of common WAN connections.
    • Knowledge and understanding of Transmission networks and technologies (Fibre optics, Colocation, PDH, SDH, ATM, Wavelength, Ethernet, xDSL.
    • 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.


    • English – fluent (must).

    Other Similar Job Functions:

    Supervisor/Team Leader/Manager or senior role in any of the following functions:

    • Contact Centre
    • Helpdesk
    • Service Desk
    • 1st Line Support
    • Incident Management
    • Service Manager
    • Incident Manager


    • BSc/BE/BTech Degree in ICT/Telecommunications, similar discipline (either complete or in-progress) or equivalent work experience (must).
    • CCNA/JNCIA knowledge, Network+ or equivalent (complete or in-progress) (must).
    • ITIL Foundation (desirable).


    • Full-time (9x Hours shifts Mon – Fri, between 08:00 – 00:00)
    • Sofia, Remote. Hybrid