Job Description

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.



Role Profile


Role title:

Consultant /Lead Consultant – Service Delivery


Colt Level:

S2


Business Unit:

Operations & Engineering, Service Delivery India SSC


Reports To:

Sr. Manager – Service Delivery


Location:

Gurgaon



Role Purpose


This role is accountable for supporting key global projects , Introductions and Adoption of New Product and Technology within Service Delivery , enabling Automation and Transformational CSI Initiatives towards improvement of Quality , Processes , Lead Time (Turnaround time) , OLA compliance , driving Efficiency by working cohesively with Functional teams in SSC India , Country teams. Engg. , IT Development , Sales , Service Assurance. He/She will also be responsible for Quality Management and Customer satisfaction space and owns proactive roadmap for Driving CSI Initiatives



Key Accountabilities


Core Tasks

• Contributing into the execution planning and governance of Global initiatives and Delivery projects, Acting as key Layer 2 Transmission SD POC affecting Service Delivery
• Support introduction of new Product and Technology , including process adoption , Testing , Sign-off
• Drive Process and system Improvement initiatives on Delivery of Layer 2 Transmission products
• Work with Functional teams to drive improvements in Quality of Handover to Operations.
• Ability to understand bigger picture and come-up with cross-functional improvement initiatives, including Enabling Automation and removing manual interventions.
• Interface with NetOps( NOC , TAC & TRC ) , Engineering , Application Business Owners and Project Managers to help drive Quality Improvement Actions.
• Perform periodical audits on critical to Quality actions.
• To strengthen existing Quality Control mechanism, with an objective to improve “Output Quality” of all tasks as per agreed targets
• Problem finding and solution designing
• Removing process inefficiencies , Process transformation and continual improvement.
• Demonstrate and encourage COLT values.
• Track and report on SD KPIs such as Lead time (Turn Around Time), Quality, OLA Compliance.

Additional Responsibilities

• Hiring of skilled staff as and when required

Key Performance Indicators (financial and non-financial)


Improvement to Quality , Efficiency and SD KPI’s and C-SAT (Customer)

• Successful delivery of key projects and Improvement initiatives
• Lead time (Turn Around Time) & Output Quality for SD India sub-processes like Order Processing , Planning, Configuration, Service Activation and Order Management , BIS Desk to be maintained as per agreed SLA’s
• Escalations should be kept under control
• NES score as ‘Promoter’

E-SAT (People)

• With focus on ‘Talent retention’, attrition rate should be kept well under control, and E-SAT scores in excess of 80% (in Colt people matter survey)

Relationships and Key Contacts

• Sales, Account executives, Customer Solution Team (CST), Cease Desk, Order Processing, Local Order Management teams in Colt countries, Service Delivery India & Asia (Provisioning, OLO, Fibre & Installs, Configuration, Testing & Activation), Engineering and Capacity Planning, Network Operations (NOC, TAC, TRC), Systems/IT, Projects, HR & Finance.

Role specific requirements


Role Requirements

• The ideal candidate with 10-15 years of relevant industry experience in Tx Planning, Configuration & Troubleshooting (Access and Core Network).. Expert level understanding/Knowledge on installations & commissioning / testing / troubleshooting/ NOC environment (on Optical / Packet / PDH / SDH, DWDM and EoSDH / IP) and have practical experience of Service provisioning and testing.
• Ideally sound knowledge of Internal Colt applications, systems and tools and experience in driving service improvement and delivery capability within an operationally focused environment
• Track record of successful process or business improvement work (can be operational optimizations in a Team-leader or Managers Role)
• Working knowledge of Quality management , Service Planning, Activation and Order Management processes and driving CSI Initiatives.
• Sound understanding of existing organisation, key stakeholders and existing processes
• Exposure across multiple areas (operations, technology, product, etc) within multiple geographies.
• Ability to work under pressure, require sound decision making , meeting multiple deadlines and able to handle and resolve multiple issues.
• Excellent team player and ability to build effective internal and external relationships.
• Excellent written and verbal communication skills and ability to deal in a multi-cultural environment.
• Sharp Data Analytics and Root Cause Analysis skills
• Strong Analytics and Data mining skills.
• Ability to identify/draw trends and highlight factors involved.
• Knowledge of KPI's targets for both lead Time and output Quality, for sub-functions within Service delivery.

Qualification, Knowledge & Experience

• Education to a degree level or equivalent in Engineering
• 10+ years of relevant telecom industry experience
• ITIL framework
• Excellent communication
• Good understanding of customer SLA’s

Values and Behaviours

http://connect.internal.colt.net/about-colt/our-values/


Others

• Be aware of Colt information security, business continuity, quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriate.
• Identify risks related to process and information security and treat/ mitigate the same as appropriate

What we offer: Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognizes the importance of a work life balance.

Some benefit examples are:

• Flexible working and relaxed dress code
• Two days annually to spend on volunteering opportunities
• Access to Online-learning Platform
• Business mentoring
• option of parking slots in the Colt Campus
• lunch vouchers