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.

Lead Engineer, Premium Network Services

PT1

Operations, Shared Services, Premium Network Services

Bangalore // Gurgaon - INDIA

• Trusted by all to be the leading information delivery platform
• We make a real difference to our customers' business through:

• A best in class customer experience
• Our truly integrated computing and networking services
• Exceptional people who always deliver

• Deliver an exceptional customer experience every time
• Take ownership of our actions and our company's commitments
• Demonstrate leadership, always striving to be the best at whatever we do
• Put teamwork at the heart of our business, working with others to achieve success

• Supports the Technical Services and Support function under the guidance of Manager, Service Desk

• Proactively monitor, troubleshoot, diagnose and resolve faults across a pan European Ethernet and optical Infrastructure and a range of TX services according to product SLAs, up to 3rd Level Support.
• Knowledge or experience with interfacing into Optical and Ethernet-based Networks would be advantageous
• Participate in a 24/7 shift pattern
• Have full knowledge of customers bespoke networks and services
• Providing a professional interface to customers, acting as a Single Point of Contact for all their issues
• Build and maintain working relationships with key interconnect partners and vendors
• Manage and coordinate tasks assigned to other teams, such as Field Maintenance or Technical Assistance Centre
• Maintain a clear and accurate record of events throughout a fault duration utilising Colt's Remedy based Fault Management System and provide regular updates as and when required
• Resolve or escalate faults as appropriate, according to product SLAs
• Identify, Plan and Implement solutions for re-occurring Problems on TX, Ethernet and IP networks.
• Technical report generation for customer RFO/RCA requests
• Technically manage software upgrades in co-ordination with vendor and Colt teams involved

• Identifies all available customer service/performance data and takes appropriate action to resolve issues
• Proactively reviews personal workload to ensure that duties which impact a customer's experience are prioritised - discusses issues with manager and agrees how to resolve.

• Drives action to improve the way they work and the outcomes they deliver, working with their manager and colleagues to resolve issues/make change - always retaining responsibility for seeing tasks through to resolution
• Demonstrates initiative by taking on tasks/activities that benefit the customer, business or team, without being prompted or seeking permission

• Regularly requests feedback on individual and team performance - using this feedback to drive personal / team development through personal coaching and team guidance
• Continually identifies areas where they can add value to the business, raising these suggestions with their manager and implementing agreed actions

• Gets to know team members personally (regardless of where they work) and uses knowledge of others to build a higher performing team
• Attempts to resolve conflict within the team and subsequently improve overall performance
• Praises and recognises the efforts of others publically, with the intention of motivating individuals to continuously improve

Must have:

Direct experience in Transmission Services and Technologies, including, but not limited to the following:

• Good understanding and proven troubleshooting experience in some of the following: SDH, PDH, MSP, PCM, Ethernet, WDM, DWDM, TDM, ADM, DCS, DXC
• Proven working experience with some of the following vendors and their associated transmission equipment and management systems: Marconi, ALU, Lucent, Nortel, Nokia, NSN, Siemens, Overture, Adva, Infinera, Aspen, Netcool, Smarts
• An understanding of IP Fundamentals and various Protocols, including OSPF, ISIS, EIGRP, RIP and BGP

• Understanding the provisioning and maintaining of IP, Ethernet and Optical services across Backbone Networks
• Excellent knowledge of LAN (Ethernet) based products
• Experience of one or more of the following Network Management and Support systems: Netcool, SMARTS, CiscoWorks, InfoVista, TACACS, Vendor Specific Element Managers.
• Experience in working with global providers, NOC and Field operators for technical issues

Good to have:

• Experience of diagnosing and troubleshooting IP Access, MPLS and VPN solutions across a pan European network is desirable
• Formal IT qualification: CCNA, etc.
• Exposure to Juniper equipment and technologies
• Experience with ITIL

• A logical approach to fault finding and troubleshooting
• Ability to control and co-ordinate complex technical situations in a calm and professional manner
• Excellent customer facing skills, dealing with specialist requests regarding Overall Solutions and not limited to a single Technology.
• Customer focused and able to communicate effectively skills with all required parties including internal/external network partners and customers
• Must be able to speak & write fluent in English

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