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.

Role Profile

Role title:

Engineer/Sr. Engineer - Service Delivery (Voice)

Colt Level:

PT2

Function:

Chief Operating Officer

Reports to:

Senior Team Leader- Voice Service Delivery, COO

Location:

Gurgaon and Bangalore

Role purpose

• Scheduling and coordination of Geographical and Non- Geographical number Porting\'s with customers and other carriers in EU for Colt\'s Voice products (Voice Line, VoIP Access, Smart office, IN services and Number Hosting) in good quality and within agreed SLAs.
• Network configuration (DMS Switches, SONUS(PSX), ALU/CNP etc) at the time of agreed porting schedule.
• Troubleshooting/rollback in case of any challenges highlighted after testing/on customer demand.
• Coordinate and communicate with customer on the success & failure.
• React to escalation as per business priority
• Additionally, the candidate is required to support and deliver standard customer solutions as part of the Voice Delivery team, covering feasibility check, Service Provisioning, testing, handover and documentation of Voice solutions & services in accordance with the COLT product portfolio.
• Candidate might require to work in 24*7 shifts.

Key accountabilities

• Scheduling and coordination of Geographical number Porting\'s for Voice products
• Handling big projects in coordination with the various stakeholders already mentioned.
• Creation of switch files after validating the information & running the same as per PORTING schedule.
• Troubleshooting/rollback in case of any technical challenges within defined timelines.
• React to escalation as per business priority and deliver the results within agreed SLA\'s
• Update main databases (OHS, Access Database, WEBNMTS, Spreadsheets etc ...)
• Provisioning and Configuration of Colt Customer\' Voice, VoIP & IN Services on EWSD / DMS/ IMS/IN Platforms as per customer requirements.
• Handling of Escalations and root cause analysis.
• Maintaining ON TIME DELIVERY & FIRST TIME TARGETS always.
• Monitoring / analyzing the processes, finding out the areas of improvement and implementing the improvement actions.
• Supporting call out activities and customer migrations during Out of office hours.
• Might require to support business in 24*7 shifts

Other accountabilities (optional)

NA

Key performance indicators (financial and non-financial)

• Ensuring completion of requisite tasks as per customer expectations and within agreed SLA\'s & OLA\'s.
• Ensuring that all the relevant tasks are completed with highest Quality Standards and

\xe2\x80\x9cFirst Time Right\xe2\x80\x9d

• Delivery KPI\'s to be maintained as per the norms

Relationships and key contacts

• Coordinate and maintain relationship with key stakeholders which includes Central ordering team , Order processing , Sales , Service Contract managers, Delivery teams, TRC TAC , Billing teams etc

Role specific requirements

Skills & Experience

• The ideal candidate should have relevant industry experience (2.0 - 5.0 years) in the field of Telecom Operations. Relevant experience on TDM switching or Soft Switching technologies like IMS will be preferred.
• It is desirable that the candidate has fundamental knowledge on any of the technologies which can be Siemens EWSD, Nortel DMS or Sonus IMS.

Qualifications

B. Tech (Electronics & Communications/Electronics /Computer science)

Behaviours

• Completes tasks, meeting all agreed standards of delivery.
• Excellent communication along with listening skills to clearly communicate, influence and understand the requirements clearly without any ambiguity
• Ability to work well under pressure and meet tight deadlines.
• Personal focus on continuous improvement and innovation.
• Excellent interpersonal skills; able to coordinate effectively within virtual team spread at many locations and across the different teams in India and Europe
• Ability to critically analyse the things from various perspectives
• Ability to understand highly complex processes and conceptualize those.
• Demonstrates excellent decision making skills and is focused on success.
• Displays a high level of initiative and works proactively

Others

• Working Hours: Will be required to work in shifts (covering India and EU working hours). Working in out of office hours as per the need/customer requirements.
• Travel Requirements: Might be required to travel to EU, therefore must carry a valid Passport.

• 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/ mitigate the same as appropriate

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

Colt Technology Services Group