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.




Engineer/Sr. Engineer, Service & Infrastructure Resolution Management \xe2\x80\x93 Voice

Job Level

PT2 Advance

Reporting to

Team Leader/ Manager/Senior Manager

Function

Operations & Engineering (Network Operations)

Primary job location

Gurgaon/Bangalore

Role purpose and key accountabilities



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\xe2\x80\x93intensive 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\xe2\x80\x99s Voice 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. Core

• Performs continuous resource status to ensure live traffic is adequately assisted
• In case of an incident, isolates the failing section and raises requests for the replacement of faulty element.
• Liaises with key partners for resolution of network issues
• Monitors status of open tickets and provides reports on fault resolutions internally and externally
• Implements specific planned works in the Network
• Carries out preventive measures and maintenance to ensure customer service is delivered to SLA
• Monitors status of open tickets and provides reports on fault resolutions internally and externally
• Analysis of impact due to any fault in COLT network on customer
• Participate in a shift pattern for monitoring & troubleshooting 24x7.
• Fault management for the entire Voice network of COLT which includes Sonus IMS, Nortel
• DMS Switch, Siemens EWSD, DSL and ATM network, Intelligent Networks, and Voice
• Product Services

Major Incident Handling Other accountabilities Additional

• Manage and merge faults with peering and transit partners.
• Maintain a clear and accurate record of events throughout a fault duration utilizing COLT\xe2\x80\x99s Siebel-based Fault/Service Request Management System.
• Manage and merge tasks assigned to other teams, such as Field Maintenance, GCA or TAN teams
• Communicating over the phone the diagnosis and resolution of complex faults utilizing various interfacing teams.

Key performance indicators (financial and non-financial)

• Maintaining SLA, NES, CSAT and Repair time within defined limits.

Ensure effective customer communication while handling customer faults, Major incident and customer communication
Relationships and key contacts

• List the key and regular relationships inside and outside of the company e.g. regulators, customer groups

Essential requirements [skills, experience, qualifications]

Skills & Experience

• 1st level support as Subject Matter Expert to the Voice operations teams.
• Efficient Outage handling and escalation in case of any network incident
• Maintain good relationships with key interfaces (Carriers, Commercials, TAN, Network Services etc.)
• Ensuring compliance to stringent OLAs/SLAs
• Grooming of team members in routine in order to increase their engagement & efficiency
• Fulfilment of various management objectives and initiatives from time to time.

Qualifications

• Essential:-
• Electronics & Communication Engineer (Diploma or B.E.) with 5 to 10 years\xe2\x80\x99 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

• Working Hours: Will be required to work in 24/7 shifts like General , EU shift timings & OOH ** (as per business requirement) .

• Travel Requirements : As per Business needs. should possess a valid Passport.

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