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Incident Manager



Sofia, Bulgaria
Posted on Friday, May 17, 2024

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
  • Sofia, Remote. Hybrid