Technical Lead/Senior Technical Lead
Location
Gurgaon | India
Job description
Job Profile Network Services: Network Operations Centre
Role title:
Senior Technical Lead, Service & Infrastructure Résolution Management – Voice
Colt Level:
PT1 Advance
Business Unit:
Operations and Engineering (Network Operations Centre)
Reports to:
Associate Senior Manager
Location:
Gurgaon/Bengaluru
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 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.
Key accountabilities
- Performs continuous resource status to ensure live traffic is adequately followed
- In case of an incident, isolates the failing section and raises requests for replacement of faulty element.
- Liaises with key interconnect 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 Ribbon IMS, Nokia NGIN.
- Major Incident Handling
Other accountabilities
- Liaises with internal departments for solution.
- Manage and aling faults with peering and transit partners.
- Maintain a clear and accurate record of events throughout a fault duration utilizing COLT’s Siebel based Fault/Service Request Management System.
- Manage and aling tasks assigned to other teams, such as Field Maintenance, GCA or TAC teams
- Assist in the creation of major outage reports.
- Coordinating over the phone the diagnosis and resolution of complex faults utilizing various interfacing teams.
- Ensure all department processes and procedures are accurate.
Key performance indicators (financial and non-financial)
- Maintaining SLA, NES, CSAT and Repair time within set limits.
- Ensure effective customer communication while handling customer faults, Major incident and customer communication.
Relationships and key contacts
Able to Collaborate and establish good relationship with following teams
- TAC (work closely with 3rd level team to rectify network issues and ensures stable network)
- Network Engineering (responsible for rolling out the network and bespoke requirements such as DR’s,etc.)
- Service Delivery (Responsible for delivering the order on day-to-day basis)
- GCA (Responsible for providing reliable network for our customers)
- Internal development and test teams (Responsible for developing and testing the systems developments)
- Project and process team (Responsible for managing the process)
- Other IT Architects (Responsible for OSS/BSS designs).
Role specific requirements
Skills & Experience
- Solid experience with practical understanding of VoIP monitoring tool (Klerty/Empirix) and equivalent tools.
- Thorough knowledge of Telecom network basics
- Ability to deal with Escalations (Internal/ external).
- Proven experience in Telco Service Assurance and Trouble to Repair processes.
- Maintain good relationships with key interfaces (Carriers, Commercials, TAN, Network Services etc.)
- Measures to improve network performance
- Ensuring compliance to stringent OLAs/SLAs
- Analysis of Critical Network incidents
- Fulfilment of various management objectives and initiatives from time to time.
- Development of time saving tools and techniques.
- Has a logical/methodical approach to fault finding.
- Controls complex technical situations in a serene and professional manner.
Qualifications
Essential: -
Electronics & Communication Engineer (Diploma or B.E.) with 10+ years of experience in Network Management / O&M profile in multi-vendor environment
- Results oriented
- Collaborative team player
Desirable: -
-ITIL foundation.
-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
Job tags
Salary
