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Sofia, Bulgaria

Reports To

Service Operations Manager

Overall Job Scope

Part of the 24/7 Customer Service Center Operations Team, the Senior 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, leading and coordinating the CSC team members on shift as required, by assigning tickets, tasks and providing direction on complex cases.  Acting as an escalation point while on duty, towards customers, suppliers and vendors as required.


  1. 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)
    • Communicate clearly and regularly update customers on event/incident progress and resolution
    • Escalate network events and incidents as required, towards Tier-2 engineers or 3rd party vendors and suppliers
  1. 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
  2. Leadership
    • Provide leadership and mentoring while on shift to the rest of the CSC team on duty – tickets must be kept up to date with concise, lucid notes and actions, SLAs to be strictly followed and escalation triggered (P1- 4h/ P2-8h resolution time)
    • Assign tickets and tasks to the rest of the CSC team on duty
    • Making decisions on next level internal /3rd party escalations and follow-up till resolution
    • Prepare shift handover with clear actions and directions towards the next shift team
    • Acting as M2 level of escalation and covering for CSC Operations Management while on duty
  3. 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

Knowledge and Experience

  • Bachelor’s degree in Telecommunications, Computer Science or other Computer Networking related field
  • 4+ years’ experience as senior network support engineer, shift leader, operations engineer or network architect 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
  • Good understanding of network cloud technologies and cloud providers (AWS, MS Azure, AliBaba, Google Cloud, etc)
  • 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
  • Strong interpersonal skills
  • Leadership skills with ability to influence and inspire
  • Interested in new technologies
  • 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

Apply for Senior Operations Manager (Bulgaria)