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Sofia, Bulgaria

Reports To

Service Operations Manager

Overall Job Purpose

Part of the 24/7 Customer Service Center Operations Team, the Operations Engineer is responsible for monitoring and support of all Epsilon Network Infrastructure and Customer Services. Resolving customer network incidents, escalating internally & or to 3rd party suppliers & or vendors, within strict SLAs based on ticket priority, and keeping customer informed during the incident management process.

Key Responsibilities

  • Event & Incident Management
    • Monitor Epsilon Network infrastructure, including network nodes, leased capacity, access services
    • Use vendor-specific software and monitoring tools for effective and timely event and fault management
    • Manage infrastructure and customer network service incidents with the sense of urgency, till resolution and meeting internal SLAs (P1- 4h/ P2-8h resolution time)
    • Troubleshoot on various network technologies
    • Communicate clearly and regularly update customers on event/incident progress and resolution
  • Request Fulfillment
    • Assist customers with network service requests when needed
    • Review Epsilon and 3rd party supplier Planned Work requests and customer impact lists
    • Notify customers for planned works and supports Engineering team in execution
  • Process and Communication
    • Use Epsilon ticketing system, update incidents with troubleshooting notes, network logs and incident information for tracking and reporting purposes
    • Liaise with internal (Customer Project Management, Tech Sales, Network Engineering, Field Engineering) and external (Customer engineering, 3rd party vendors) on network events till resolution
    • Maintaining effective communication and responses to customers and or internal queries in a timely manner ( P1 tickets, at least every 30 min)
    • Provide inputs to improve existing process and procedures
    • Crafting Customer RFOs based on network events and engagement in customer service management and improvement meetings
    • Keep all internal databases up to date after a change is performed or noticed

Job Requirements

  • Bachelor’s degree in Telecommunications, Computer Science or other Computer Networking related field
  • 2+ years’ experience as network support engineer, operations engineer or network administrator on various network technologies in complex global service provider network
  • Experience in 24/7 network environment
  • Very good understanding of at least two of the network technologies – OTN, SDH, Ethernet, MPSL, IP – related services based on MEF standards
  • Good understanding of network design methodologies and protocols used by service providers
  • Knowledge of Network Testing Standards and Network Monitoring Tools
  • Experience with multi-vendor network platforms – Juniper, Nokia, Alcatel, Ekinops will be an advantage
  • Cisco CCNP, MEF CECP, JNCIA certificate would be considered as a strong advantage
  • SD-WAN product knowledge and experience would be considered as a strong advantage
  • Troubleshooting skills on various network technologies
  • Strong analytical and problem-solving skills, with an ability to assimilate, analyse and correlate data from various network monitoring system, application, and security devices, logs, and alerts
  • Strong communication and collaboration skills
  • Leadership skills with ability to influence and inspire
  • Strong interpersonal skills
  • Keen eye for detail and a result driven approach
  • Flexible, adaptable and supportive
  • Team player and problem-solver
  • Able identify issues, suggest improvements and solutions
  • Interested in new technologies
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