Engineer/Sr. Engineer, Incident and Problem management (Premium Network Services)

Location

Gurgaon | India

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, Incident and Problem management (Premium Network Services) – German/Spanish

Colt Level: PT2 Core/Advance

Function: COO – Network Operations 

Reports to : Senior Team Leader

Location : Gurgaon/Bangalore

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.

• Management of Faults with, third parties –partners, vendors and data centres - to ensure the satisfactory and prompt resolution of customer incidents and service requests on a 24/7 customer support environment.
• Interaction with Colt customers and understand the service and business impact.
• Providing Incident support on customer tickets to account Managers and work with support teams for the faster resolution of the Incident and customer requests.
• Drive improvements in customer relationships and delivery of customer excellence across the team
• Responsible for the integrity of the data within the Incident recording system and providing high quality information to other support teams.
• Working closely with vendors and other licence operators for the resolution of incident’s .
• Efficient communication process with the customer with respect to customer segmentation
• Liaison with customers to keep them informed on the progress for their incident/service request.
• Customer notification of changes and planned works.
• Liaison with other Colt teams to resolve customer incidents.
• Incident Report creation and answering customer queries post incident.
• Quick relation of customer incidents to any ongoing major network fault

Key accountabilities

• Respond to all Incidents and Request within specified SLA’s in 24X7 operations
• Handling Customer calls in language Specific
• Manage emails from Internal and External customers in Language Specific and English language, within defined SLA’s.
• Regular communication with customers on the progress of their tickets.
• End to end ownership of the resolution and communication for customer tickets by having strong interlock with support teams.
• Capture quality information using relevant templates in the tickets to resolve customer Incidents
• Proactive follow up on negative triggers to improve NPS
• Documentation, recording and updating Incident details in Siebel
• Respond to incoming customer communication (new faults and existing tickets) on a 24/7 support structure.
• Work with third parties (vendors, partners, other licenced operators (OLOs), data centres, etc. to restore customer services and fulfil customer requests..
• Update customers on the progress of their incident tickets.
• Support the delivery of best-in-class customer service.
• Build, manage and own the customer relationship whilst handling the incident.
• Agree and follow a communication approach with customer for regular updates – i.e. frequency, channels.
• Ensure that customer service level agreements (SLAs) are not breached or escalate appropriately when it is likely to happen.
• Maintain accurate and timely records of the customer incident
• Demonstrate Colt’s values in their behaviour.

Role specific requirements

Skills & Experience

• Excellent communication skills (reading/writing/speaking) in German and English. Spanish is preferable
• The ideal candidate with 3-6 years of relevant industry experience in Customer Support , Service Desk and Vendor carrier relation management preferably in telecom sector,
• Proven track-record of commercial and customer service experience
• Solid experience in managing customer relationships
• Ability to multi-task and prioritize workload
• Ability to adapt to continuously changing procedures and environment
• Team player with strong interpersonal skills
• Understanding of Microsoft Office products
• Working knowledge of Intranet and Internet applications beneficial
• Good knowledge of MS Office products (Excel, Word, Outlook)
• Advanced knowledge of CRM / incident management tool
• Good knowledge and understanding on Colt’s existing products and services
• Positions requires a flexible and proactive approach

Qualifications

Industry recognized qualification in Service Management , ITIL
Graduate in any discipline
Good knowledge of MS Office products (Excel, Word, Outlook)

 

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/ 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

Job tags

Salary