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. Technical Lead - -Service & Infrastructure Resolution Management – Tx


Colt Level:

PT1 – Advance


Business Unit:

Network Services (NOC-Network Operations)


Reports to:

Manager/ASM/Sr. Manager


Location:

Gurgaon - 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 provide a specialised technical consultancy to a team of monitoring/troubleshooting Engineers with full responsibility and quality of COLT backbone transmission networks, owning all complex hardware / software faults generated on the network to resolve any issues escalated by the team and working to further improve and enhance the processes. This will involve managing the appropriate, timely level of escalation on complex, escalated and reoccurring network faults.



Key accountabilities


Core

• End to end ownership of complex incidents require active resolution
• Diagnosis and identification of common point of failure in network
• Technical management of MNIs 24*7.
• Co-ordinate and mobilize resources (Spare, Field technician, Fiber team, OLO, site access etc.) Support pipeline management 24*7
• RFO and closure communication
• Switchover and switch back activity during outages/planned maintenance
• Planning and implementation of network changes (PW)
• Co-ordinates rapid response to incidents and problems, ensuring that appropriate action is taken to investigate and resolve them
• Determines and initiates preventive measures, such as identifying and investigating suspect software and other components
• Makes decisions and gives information and advice for incident control, in line with SLAs

Other accountabilities

• On call support
• Resolution manager for MNI
• Manage escalations and complex faults
• 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.
• Manage and collaborate with related teams other teams, such as Field Maintenance, TRC or TAN teams.
• Ensure all department processes and procedures are accurate
• Identification and closure of corrective actions
• Support UAT and perform SIT test
• Internal technical trainer for skill development
• Drive and maintain Key KPIs and continuous improvement.

Key performance indicators (financial and non-financial)

• Maintaining SLA, NES, MTTR and Repair time (RET) within set limits.
• Ensure effective customer communication while handling customer faults
• Ensure regular communication with customer during incident life cycle
• Technical resolution of Major network incident followed by corrective action closure if any

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

• Advance knowledge of Network Management platforms.
• Thorough understanding of concepts and Working / Hands-on knowledge & experience of transmission technologies (SDH - Marconi, Nortel, Lucent, DWDM, CWDM. ASON, POS, MSP )
• Has a logical/methodical approach to fault finding including working on NOC Ticketing systems
• 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 )
• Basic understanding of IP and Voice domain
• Experience of Netcool, Smarts.
• Ability to work without direct supervision, remaining highly motivated in an environment where individuals are empowered
• Must demonstrate a strong and calm character when working to achieve results against very tight timescales
• Ability to control complex technical situations in a calm and professional manner.

Qualifications

Essential:- Electronics & Communication Engineer (Diploma or B.E.) with 10+’ experience in Network Management / O&M profile in multi-vendor environment
Desirable:-

• ITIL Foundation
• Fluent in English (written and spoken).
• Results oriented
• Collaborative team player

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