Job Description

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies. We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit .
Role Summary:
This team provides 3rd line technical support for GTT's customer support organizations. As a highly intelligent, flexible and efficient technical support team, it works with other parts of GTT to deliver world-class customer experience. The team is responsible for the stability of GTT's next generation native IPv4/IPv6 IP network and provides advanced technical support for the full range of GTT IP products working closely with Tier 1 and Tier 2 teams on customer and core issues.
Duties and Responsibilities:

• 3rd line break/fix support for customer services across the multinational and multivendor GTT network.
• Owns incidents, resolves them swiftly and drives through to final fix, working with customers and other internal teams as appropriate.
• Escalation to vendor support and other internal teams to ensure prompt and satisfactory resolution of issues.
• Provides concise and relevant action plans for teams to resolve network and customer issues efficiently.
• Provides work instructions, guidelines and training sessions to junior engineers when required.
• Communication and documentation of customer and service-specific support information to the 1st line teams.
• Proactive problem management based on technical and trend analysis to drive ever-better network performance.
• Technical review and ownership of key network management systems.
• Scope new developments to support continuous improvement of network quality and resilience.
• Ensure operational processes are followed and deliver best-in-class technical support while maintaining a stable and resilient network.
• Designing, developing and implementing automated solutions to streamline network operations. Enhance efficiency and reduce manual intervention.
• Combine networking expertise with programing and scripting skills to optimize network structure ensuring scalability, reliability and security.
• Maintain up-to-date documentation of automated processes, scripts and network changes

Required Experience/Qualifications:

• Minimum 5 years of experience within IP Operations environment of a Telco or large ISP.
• Minimum 3 years of work in IP technical 2nd line support position.
• Excellent and demonstrable experience of IP, MPLS and routing knowledge (ISIS, BGP, OSPF) in an ISP environment.
• Knowledge and understanding of SD WAN and components, working knowledge on Fortinet, VeloCloud, Aruba is preferred.
• Excellent knowledge of protocols in use by the systems and customer applications, independent troubleshooting skills.
• Excellent technical knowledge of CE/CPE configurations and troubleshooting.
• Understanding troubleshooting knowledge of technologies including Ethernet, Ip transit, VPLS, MPLS, DIA etc.
• Strong experience in the use of IP management tools, both commercial and open source.
• CCNP or JNCIP certification is preferred.
• Ansible, Python, Bash scripting language desirable.

Desirable Experience/Qualifications:

• Excellent Juniper and JUNOS knowledge (MX960, M7, M10 and Juniper CPEs/CEs)
• General knowledge or telecom industry, operational processes and standards.
• Good knowledge and hands on experience with Fortinet, VeloCloud, Aruba/SilverPeak devices and Accedian, Cisco, Comtrend CPE's.
• General technical understanding of other technologies (eg. VoIP, SDH and DWDM)

Hours/Travel/Shift:
5 Days working / 2 Days Off - US Business Hours
Core Competencies

• Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.
• Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
• Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational, or process problems; ability to apply knowledge of problem-solving appropriately to diverse situations.
• Root Cause Analysis: Knowledge of the concepts, principles, and techniques of root cause analysis (RCA); ability to use a structured approach to identify the underlying causes of problems in a particular environment and the changes needed to prevent recurrences.
• IP Technologies and Protocols: Knowledge of the features and policies of IP technologies and protocols; ability to configure, deploy and support IP-based networks and services.
• IP-based Services: Knowledge of the features and functions of IP-based services; ability to configure, deploy and support TCP/IP-based networks and associated services.
• Troubleshooting Network Problems: Knowledge of tools and techniques to troubleshoot network problems; ability to anticipate, recognize and resolve technical (network, hardware, software, equipment or operational) problems.

Universal Competencies

• Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes and enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results-oriented.
• Customer First (Customer Facing): Knowledge of customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting customer value creation at every level.
• Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.