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.





NOC


Role title:

Sr. Engineer Service & Infrastructure Resolution Management – Tx


Colt Level:

PT2-Advance


Business Unit:

Network Services (NOC-Network Operations Centre)


Reports to:

TL/Sr. TL/Manager/ASM


Location:

BLR /GGN - India



Role purpose


At Colt we are changing the perception of our business and industry sector. As part of this transformation we are growing new services and teams to facilitate and drive the business to the next level. Colt provides world-class network and communications services to information–intensive businesses across Europe, Asia and North America. With local market understanding and global reach - Colt is big enough to deliver and small enough to care. To work within a team of highly skilled network engineers with 24x7 responsibilities for the operability and quality of the Colt’s Transmission Networks, owning through to resolution all incidents generated from the network and implementing of all network change. The NOC will be key contributors to network quality, network availability and customer experience.



Key accountabilities


Core

• Participate in a 24 / 7 shift pattern.
• MNI Qualification assessment and releasing of initial MNI Notification
• Management of various inbound triggers on customer tickets
• Soft Cease request management
• Action on various triggers and flags via automated process
• Build and maintain working relationships with internal teams
• Ensure that clear and comprehensive Ticketing System (Siebel) diary updates are made and that regular updates are given to internal teams
• Ensure regular updates to customers during incident life cycle
• Co-ordinate and mobilize resources (Spare, Field technician, Fiber team, OLO, site access etc.)
• Support pipeline management 24*7

Other accountabilities


Additional

• Coordination & regular follow ups with different support teams to ensure Incidents are being

worked on & resolved within SLA.

• Ensuring Daily Schedule of activities is followed, all emails are acknowledged.
• Liaises with internal departments for fault resolution.
• Managing over the phone the diagnosis and resolution of faults utilising various interfacing teams.

Key performance indicators (financial and non-financial)

• Maintaining SLA, NES, MTTR and Repair time (RET) within defined limits.
• Ensure effective customer communication while handling customer faults
• Accurate MNI notifications (P3 and P4)
• Accurate initial MNI notification (P1 and P2) and involve SME as per fault technology

Relationships and key contacts

• List the key and regular relationships inside and outside of the company e.g. regulators, customer groups
• Indicate the level of contacts e.g. senior leaders, government

Role specific requirements


Skills & Experience

• Understanding of Network Management platforms.
• Working / Hands-on knowledge & experience of transmission technologies (SDH - Marconi, Nortel, Lucent).
• Working / Hands-on knowledge & experience of optical WDM & DWDM networks (Adva, Infinera, Nortel)
• Working knowledge of Ethernet / Metro-Ethernet networks (Preferably Nokia Siemens Network MSP, Alcatel Lucent MSP )
• Incident/Ticket handling for LOS, Hardware, Communication Loss, Facility Power, Software, Link Down, related faults.
• A logical approach to fault finding.
• Ability to handle technical situations in a serene and professional manner.
• Element/Network management system: ITMSC, EMOS, Preside, OMS, FNM, DNA, ASPEN, Planet Operate,
• Ensure effective customer communication while handling customer faults and communication
  

Qualifications

• Essential:-

• Electronics & Communication Engineer (Diploma or B.E.) with 4 to 6 years’ experience in Network Management / O&M profile in multi-vendor environment

• Results oriented

Collaborative team player

• Desirable:-

Fluent in English (written and spoken).



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 the same as appropriate

Colt Values


Our values reflect our culture and what we care about. They are part of who we are, what we stand for and how we act.


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