Network Incident Escalation Engineer

 Role

BSO is seeking a highly skilled and customer-focused Network Incident Escalation Engineer to join our Service Assurance team. This role serves as the senior technical escalation point for complex production incidents and plays a critical role in ensuring service stability, operational excellence, and continuous improvement across our global network infrastructure.

The successful candidate will combine strong troubleshooting expertise, customer communication skills, and operational leadership to drive timely resolution of complex issues while supporting knowledge development within the GNOC organization

Responsibilities

  1. Escalation & Incident Management

• Act as the primary escalation point for complex production incidents raised by GNOC, Service Desk, Management, and customers.
• Lead technical troubleshooting efforts for high-impact or prolonged incidents.
• Assess and determine when escalation to Network Engineering or other teams is required, ensuring minimal service disruption.
• Prevent unnecessary escalations through advanced technical analysis and resolution.
• Manage customer and provider calls related to complex incidents.
• Serve as the main or initial point of contact for VIP customers during major incidents.
• Produce structured post-incident summaries and escalation reports to support knowledge sharing and continuous improvement.
• Participate in on-call rotation and provide coverage during critical operational hours.

2. Knowledge Development & Operational Excellence

• Maintain up-to-date knowledge of BSO backbone technologies, new customer deployments, and evolving network solutions.
• Proactively self-learn and adapt to new technologies and service architectures.
• Create, update, and maintain operational documentation for GNOC teams.
• Deliver technical training sessions to Team Leaders and support knowledge propagation across operational teams.
• Contribute to alarm optimization and monitoring threshold improvements aligned with customer expectations. Share critical operational updates and insights across the organization.

3. Service Assurance Governance & Delivery Validation

• Ensure operational readiness for new customer and backbone deliveries.
• Validate that all required troubleshooting documentation is complete and accessible (network maps, monitoring tools, data center information, alarm configuration).
• Lead and track documentation validation tasks within internal systems (e.g., JIRA, Confluence).
• Identify documentation or data gaps and coordinate remediation with relevant stakeholders (PMO, Network Engineering, etc.).
• Monitor recurring operational data inaccuracies and drive root cause analysis to prevent future issues.
• Act as a quality gate to ensure GNOC readiness before services go live.

Qualifications  

•  Bachelor’s degree in Telecommunications, Network Engineering, Computer Science, or a related field (or equivalent experience).
• 10+ years proven experience in a NOC, GNOC, or Service Assurance environment.
• Strong troubleshooting experience within backbone, ISP, or complex network environments.
• Experience handling escalations and major incidents.
• Familiarity with monitoring systems, ticketing tools, and documentation platforms.
• Excellent written and verbal communication skills in English. 

Qualifications

• Experience in global network operations.

• Exposure to high-availability network infrastructures.

• Experience working with VIP or enterprise customers.

• Experience of working within a support / troubleshooting network environment: firewalls/security, routing and switching (IGP [BGP/OSPF], MPLS [LDP/RSVP/MPLS-TP], VLANs etc), DWDM/Layer 1.

• Beneficial to have exposure to Juniper, Extreme, Fortinet, Cisco and Coriant/Infinera networking equipment.

• Understanding of IXPs, tier 1 providers, cloud networking, particularly direct connect technologies.

• Experience of working with data centre providers and remote hands engineers.

• Understanding of the TCP/IP stack and OSI model.

• ITIL knowledge and CCNA certification.

Core Competencies

• Strong analytical and problem-solving skills.

• Ability to work under pressure in high-impact situations.

• Customer-centric mindset.

• Excellent stakeholder management skills.

• High level of ownership and accountability.

• Proactive and continuous learning attitude.

• Ability to influence cross-functional teams without direct authority. 

Join us

If you want to meet this challenge, in a human-sized company, join us!