Job Description

Voice NMC Engineer Role Summary: The Network Management Centre (NMC) manages and maintains GTT's pan-European network 24x7. As a highly intelligent and efficient break/fix organisation, with a strong focus on consistency and process, it works with other parts of GTT to deliver a world-class customer experience. Internal Departments they will interact with: Service Desk, TSS, Incident and Problem Management Main Responsibilities: Provide proactive fault resolution support for Voice/ VoIP cases or when the Service Desk/ NOC front line team is unable to resolve a customer and/or network fault or where a fault has been escalated according to SLA requirements. . Use network tools to monitor core network and customer services. . Proactively initiate incident management process. . Perform diagnostics on all Voice network and customer faults. . Generate action plans to troubleshoot all Voice network and customer faults. . Track the incident management of proactive and reactive issues through the Trouble Ticket system. . Management and Technical escalation of Trouble Tickets in line with process. . Coordinate NOC activities with local Field Operations and Vendor/Supplier representatives to diagnose and fix faults across a pan-European network . Liaise with customer representatives to progress fault resolution. . Support local Field operations with maintenance activities. . Works in the NOC on a 24x7 shift rota. . Reporting security incidents to the appropriate operations functions on detection. . Comply to GTT Security Management controls, security policies and report security incidents to line manager . Physical Security Monitoring. Ideal Candidate Profile: . Professional, structured and proactive approach. . Self-motivated with excellent interpersonal and communication skills . Positive and approachable team player . Calm and productive under pressure . Detail-oriented and organized approach to work . Efficient and productive with good time management skills . Able to resolve problems quickly and effectively Essential Criteria: . Excellent understanding of ISUP, Q.931 signalling protocols and call flows. . Deep knowledge of SIP and H.323 (up to single message level) . IP knowledge to at least CCN level, good Transmission layer understanding . General knowledge of telecom industry and standards. . Strong background of working within Voice Operations environment of a Telco or large ISP. Version 1.0 - 2018 Page No. 2 of 2 This Document is "Not Version Controlled if Printed" Classification: Internal . Excellent understanding of VOIP principles and of the components of a VOIP network must. . Fluent English language skills are essential . Desirable Criteria: . Fluency in other European languages would be an advantage . Ideally two years of work in a technical Voice support position. . Ideally one year experience of working a 24x7 shift pattern. . Linux/Unix skills to at least user level. Hours/Travel/Shift: 24/7 shift rotation - 2 day shifts, 2 night shifts followed by 4 days of rest I have received this job description on ............................... Name: Signature: Date: