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 title:

Lead Engineer, Premium Network Services

Colt band:

PT1

Department:

Premium Network Services

Role location:

BRL, GGN - India

Role purpose:

• To work within a team of highly experienced customer supporting engineers, with responsibility for resolving customer faults and problems occurring on Colt's IP and SDN products and services. This includes end-to-end ownership, co-ordination and management of tasks assigned to other teams and network partners

Key accountabilities

• Proactively monitor, troubleshoot, diagnose and resolve faults across a pan European MPLS Infrastructure and a range of IP services according to product SLAs, up to 2nd 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
• Technical report generation for customer RFO/RCA requests
• Technically manage software upgrades in co-ordination with vendor and Colt teams involved

Colt Competencies

Analysis & Problem Solving

Level 2 - Understands underlying issues and develops and evaluates solutions

Commitment and Ownership

Level 2 - Takes ownership and stays focused

Customer Focus

Level 2 - Takes personal responsibility for service

Decision Making

Level 2 - Makes well thought through decisions

Planning and Organising

Level 2 - Plans and prioritises workload

Professional Expertise Development

Level 2 - Keeps skills up to date

Setting Goals and Priorities

Level 2 - Sets clear goals and expectations for team members

Role requirements

Experience:

Direct experience in Layer 3 Services and Technologies, including, but not limited to the following:

• Excellent understanding of IP Fundamentals and various Protocols, including OSPF, ISIS, EIGRP, RIP and BGP
• Working experience with implementing, diagnosing and troubleshooting IP Access, MPLS and Multicast VPN solutions across a pan European network
• Multicast Knowledge desirable
• Understanding the provisioning and maintaining of IP, Ethernet and Optical services across Backbone Networks
• Excellent knowledge of LAN (Ethernet) based products
• Experience in working with global providers, NOC and Field operators for technical issues

Qualifications:

• 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
• 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