Position Title: Vendor Coordinator Location: Maharashtra, India Job Profile: FLSA Status: ( Americas Only ) Department: Service Delivery About GTT: GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies. We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net. Role Summary: The Vendor Coordinator role sits within the Service Delivery team. This team is composed of skilled individuals responsible for a range of disciplines, which include task allocation and coordination of work activities, service delivery and follow-up of delivery progress. Efficient and timely coordination of Vendor delivery is vital to ensure GTTs customers receive the highest quality of service delivery. Job Scope/Supervision: The Vendor coordinator will place orders with our vendor for circuits then track each order through completion, keeping all stakeholders updated on the progress. Key interface points are the vendors, the Project Managers, Service Delivery Coordinators, Engineers and Management teams. The Vendor Coordinator reports to the Manager of Vendor Coordinators. Duties and Responsibilities: Responsible for all deliveries assigned to him/her. Manage third party resources ensuing that the customer’s orders are delivered on time and to the specified quantity and technical requirements. Communicate regularly with internal stakeholders to ensure accurate understanding of delivery process is available and being communicated to customers during the entire delivery life cycle. Direct planning of vendor installations with customer site contacts. Ensure vendor handover documentation is provided and accurate. Proactively develop and improve validation checks per service and in the delivery process supporting system automation and process improvement. Provide support and advise to other members of the delivery team as needed. Proactively escalate to manager when needed. Required Experience/Qualifications: Bachelor’s degree certificate recognized by the government or posses equivalent qualification recognized by UGC/AICTE/ NAAC/ DTE. This should be a full-time degree course recognized by the Central/State Government of India. Education gap should be a maximum of 2 years, if any, between 10th and graduation. Candidates must not have any pending attendance requirement with the college. Minimum of 2 years experience in telecommunications with a knowledge of the European and/or US markets. Preferred 2+ years experience as a Vendor Coordinator, Service Delivery Coordinator or similar role. Excellent written and verbal communication skills in English. Additional European languages are a plus. Ability to present ideas and facts in a convincing way gaining commitment and support. Proactive nature. Anticipates and analyse problems then determine appropriate solution or alternative. Ability to gather, screen and interpret a wide variety of detailed information yet remain focused on the “big picture”. Ability to remain flexible and perform effectively in changing environments. Personal focus on continuous improvements. Proficient in MS suite including Outlook, Word, Excel, PowerPoint and Visio Desirable Experience/Qualifications: Bachelor’s degree or higher degree, preferably in telecommunications field. Telecommunications experience in Service Delivery or NOC. Knowledge of telecommunications networks including IP/Packet Transmission. Hours/Travel/Shift: Night Shift. Full time employees will work a 40 hour week (8 hours per day excluding 1 hour for meal). Shift will be Monday – Friday during US or European business hours. Any candidate that has participated in any GTT Interview process in the last 9 months is not eligible. Core Competencies Universal Competencies Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented. Customer First (Non-Customer Facing): Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level. Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends. EEO Statement (Americas Only): GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.
GTT COMMUNICATIONS INDIA PRIVATE LIMITED Job Description ICT- System Engineer -L1 Level Support IT Support Technician plays key role in supporting IT infrastructure of GTT. This position requires wide and overall knowledge in local area networking, client OS, Linux, Windows and Active Directory network, and SIP system (but not limited to them). Successful candidates may be required to perform on-call duty on rotational bases and support 24/5 on shifts. While his/her primary role is end user computing support, s/he will be also occasionally required to take active role in implementing new systems, diagnosis of IT problems outside their scope of responsibility. Supervision and assistance by management / senior engineer are provided remotely most of the time, thus successful candidate will be required have a broad range of knowledge and experience. Description of Essential Functions 1: Core troubleshoot and correct complex deployment issues, 2: End-user/client computer support. 3: Perform operating system imaging and software and settings deployment services from a customer/offshore site. 4: Windows Client/Server OS support. 5: Installation and first-level support for VoIP phone system. 6: Procurement of hardware and software, and managing assets/inventory. 7: Documentation (creation and updates of procedure document, manuals, tips and other useful articles in English). 8: Networking troubleshooting and configuration. 9: Test and evaluation of new software and/or system. 10: Provides on-site support for deployment, configuration and troubleshooting systems, with remote assistance from senior engineers (in Austin, London, for example). Essential Skills 1: Experiences in installation and configuration of Windows 8 and 10 or RHEL 5 or Mac 10.6.8 / 10.7 in enterprise environment, as well as the support experience and knowledge of MS Office 2010 or 2007 (mandatory). MCP / RHCE / CCNA level knowledge on client OS is preferred. 2: Basic knowledge of LAN/WAN (Ethernet TCP/IT etc.) and related experience (mandatory). CCNA-level knowledge is preferred. 3: Helpdesk, user support technician/operator experience with server hardware support experience. 4: Effective communication skills via phone and email in English are mandatory. 5: Business Level English Skills GTT COMMUNICATIONS INDIA PRIVATE LIMITED 6: Possess and demonstrates strong logical-thinking skill, full of intellectual curiosity and high desire for self-development. Ability to come to the best solution by capturing the big picture instead of focusing only on the minor details/issues which only affect us/clients in a short run. Work location: Pune Employment Type: Fulltime Education Degree in relevant field (B.A /BE / BCA Preferred) Experience Required 3 to 4 Years of Experience in Windows Client/Server OS & Core WindowsTroubleshoot. Preferred Qualifications Required Degree N/A Preferred Degree Any Degree Years of Experience / Description Required at least 3 to 4 years of experience in IT. GTT COMMUNICATIONS INDIA PRIVATE LIMITED (formerly known as Hibernia Atlantic Communications Private Limited) 8th Floor, Platinum Towers, Final Plot No.4 City Survey No.1678 to 1683, Bhamburda, Shivajinagar, Pune-411005, Maharashtra, India. CIN: U74900PN2011FTC143259 | Tel: India +91. 7391090000
Position Title: Vendor Coordinator Location: Maharashtra, India Job Profile: FLSA Status: ( Americas Only ) Department: Service Delivery About GTT: GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies. We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net . Role Summary: The Vendor Coordinator role sits within the Service Delivery team. This team is composed of skilled individuals responsible for a range of disciplines, which include task allocation and coordination of work activities, service delivery and follow-up of delivery progress. Efficient and timely coordination of Vendor delivery is vital to ensure GTT’s customers receive the highest quality of service delivery. Job Scope/Supervision: The Vendor coordinator will place orders with our vendor for circuits then track each order through completion, keeping all stakeholders updated on the progress. Key interface points are the vendors, the Project Managers, Service Delivery Coordinators, Engineers and Management teams. The Vendor Coordinator reports to the Manager of Vendor Coordinators. Duties and Responsibilities: Responsible for all deliveries assigned to him/her. Manage third party resources ensuing that the customer’s orders are delivered on time and to the specified quantity and technical requirements. Communicate regularly with internal stakeholders to ensure accurate understanding of delivery process is available and being communicated to customers during the entire delivery life cycle. Direct planning of vendor installations with customer site contacts. Ensure vendor handover documentation is provided and accurate. Proactively develop and improve validation checks per service and in the delivery process supporting system automation and process improvement. Provide support and advise to other members of the delivery team as needed. Proactively escalate to manager when needed. Required Experience/Qualifications: Bachelor’s degree certificate recognized by the government or posses equivalent qualification recognized by UGC/AICTE/ NAAC/ DTE. This should be a full-time degree course recognized by the Central/State Government of India. Education gap should be a maximum of 2 years, if any, between 10th and graduation. Candidates must not have any pending attendance requirement with the college. Minimum of 2 years experience in telecommunications with a knowledge of the European and/or US markets. Preferred 2+ years experience as a Vendor Coordinator, Service Delivery Coordinator or similar role. Excellent written and verbal communication skills in English. Additional European languages are a plus. Ability to present ideas and facts in a convincing way gaining commitment and support. Proactive nature. Anticipates and analyse problems then determine appropriate solution or alternative. Ability to gather, screen and interpret a wide variety of detailed information yet remain focused on the “big picture”. Ability to remain flexible and perform effectively in changing environments. Personal focus on continuous improvements. Proficient in MS suite including Outlook, Word, Excel, PowerPoint and Visio Desirable Experience/Qualifications: Bachelor’s degree or higher degree, preferably in telecommunications field. Telecommunications experience in Service Delivery or NOC. Knowledge of telecommunications networks including IP/Packet Transmission. Hours/Travel/Shift: Night Shift. Full time employees will work a 40 hour week (8 hours per day excluding 1 hour for meal). Shift will be Monday – Friday during US or European business hours. Any candidate that has participated in any GTT Interview process in the last 9 months is not eligible. Core Competencies Universal Competencies Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented. Customer First (Non-Customer Facing): Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level. Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends. EEO Statement (Americas Only): GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.
Service Delivery Coordinator Role Summary: The Service Delivery team is composed of skilled individuals responsible for a range of disciplines. These include Customer/Vendor Communication, coordination of work activities, service delivery and follow-up of delivery progress. Customer/vendor Communication with efficient and timely coordination of activities across all teams is vital to ensure customers/project managers receive the highest quality of service delivery. Internal Departments they will interact with: Field teams, Provisioning engineers, Billing, Accounts, NOC and Project Management teams. Key interface points are the Vendors, the customers, the Project Management teams, Field engineering teams and Provisioning engineers Main Responsibilities: The Service Delivery Coordinator will be responsible for delivering orders and ensuring services are delivered on time and to the specified quality. Validating and submitting orders to various telecom vendors across the globe. The role will require matrix managing third party resources (internal & contracted). Main Duties: Responsible for all deliveries assigned to him/her Manage third party resource (internal & contracted), ensuring that the customers’ orders are delivered on time and to the specified quality and customer requirements Communicate regularly with the Project managers, customers by providing them with clear and regular updates during the whole of the delivery life-cycle Escalate to his/her Line Manager as well as the Delivery Management team when needed (delivery at risk, customer complaint, etc.) Provide support and advice to other members of the Delivery Team Ordering and tracking of specific delivery requirements Communicate with multiple vendors to provision and activate services. Co-ordination for service delivery related tasks and activities in support of GTT customer orders Able to work all service types or brands Meet Productivity and Quality standards Efficiently handle Projects and/or Escalations Ideal Candidate Profile: 2+ years experience in Telecommunications with a knowledge of the European/USA telecom markets. 2+ years of experience as Service Delivery Coordinator Technical qualification in an IT or Engineering discipline an advantage. Strong Customer and Vendor Communication skills. Proactive in nature, works to identify ways to continually improve efficiency and results. Anticipates and analyses problems clearly and determines appropriate solution or alternatives. Proficient in the use of MS Word, Excel, PowerPoint, MS Visio . Essential Criteria: Hands-on Delivery experience Ability to clearly document dependencies and priorities Ability to gather, screen and interpret a wide variety of detailed information yet remain focused on the ‘big picture’ Strong flexibility & ability to perform effectively within changing environments Personal focus on continuous improvement and innovation. Desirable Criteria: Excellent communication and presentation skills with very good written and oral skills in English Ability to present ideas and facts in a convincing way, gaining commitment and support Qualifications/Courses: High school diploma or general education degree (GED) required; Bachelor’s Degree preferred (if telecommunincation specific its an advantage)” Hours/Travel/Shift: The standard working week (Monday to Friday) for full-time employees is 40 hours per week. For example, 8 working hours per day excluding 1 hour for lunch on a working day and any applicable breaks as set. I have received this job description on …………………………. Name: Signature: Date:
Service Delivery Coordinator Role Summary: The Service Delivery team is composed of skilled individuals responsible for a range of disciplines. These include Customer/Vendor Communication, coordination of work activities, service delivery and follow-up of delivery progress. Customer/vendor Communication with efficient and timely coordination of activities across all teams is vital to ensure customers/project managers receive the highest quality of service delivery. Internal Departments they will interact with: Field teams, Provisioning engineers, Billing, Accounts, NOC and Project Management teams. Key interface points are the Vendors, the customers, the Project Management teams, Field engineering teams and Provisioning engineers Main Responsibilities: The Service Delivery Coordinator will be responsible for delivering orders and ensuring services are delivered on time and to the specified quality. Validating and submitting orders to various telecom vendors across the globe. The role will require matrix managing third party resources (internal & contracted). Main Duties: Responsible for all deliveries assigned to him/her Manage third party resource (internal & contracted), ensuring that the customers orders are delivered on time and to the specified quality and customer requirements Communicate regularly with the Project managers, customers by providing them with clear and regular updates during the whole of the delivery life-cycle Escalate to his/her Line Manager as well as the Delivery Management team when needed (delivery at risk, customer complaint, etc.) Provide support and advice to other members of the Delivery Team Ordering and tracking of specific delivery requirements Communicate with multiple vendors to provision and activate services. Co-ordination for service delivery related tasks and activities in support of GTT customer orders Able to work all service types or brands Meet Productivity and Quality standards Efficiently handle Projects and/or Escalations Ideal Candidate Profile: 2+ years experience in Telecommunications with a knowledge of the European/USA telecom markets. 2+ years of experience as Service Delivery Coordinator Technical qualification in an IT or Engineering discipline an advantage. Strong Customer and Vendor Communication skills. Proactive in nature, works to identify ways to continually improve efficiency and results. Anticipates and analyses problems clearly and determines appropriate solution or alternatives. Proficient in the use of MS Word, Excel, PowerPoint, MS Visio . Essential Criteria: Hands-on Delivery experience Ability to clearly document dependencies and priorities Ability to gather, screen and interpret a wide variety of detailed information yet remain focused on the big picture Strong flexibility & ability to perform effectively within changing environments Personal focus on continuous improvement and innovation. Desirable Criteria: Excellent communication and presentation skills with very good written and oral skills in English Ability to present ideas and facts in a convincing way, gaining commitment and support Qualifications/Courses: High school diploma or general education degree (GED) required; Bachelor s Degree preferred (if telecommunincation specific its an advantage) Hours/Travel/Shift: The standard working week (Monday to Friday) for full-time employees is 40 hours per week. For example, 8 working hours per day excluding 1 hour for lunch on a working day and any applicable breaks as set. I have received this job description on . Name: Signature: Date:
Collections Specialist About GTT: GTT connects people across organizations, around the world and to every application in the cloud. Our clients benefit from an outstanding service experience built on our core values of simplicity, speed and agility. GTT owns and operates a global Tier 1 internet network and provides a comprehensive suite of cloud networking services. For more information on GTT (NYSE: GTT), please visit www.gtt.net Job Description: The Collections Specialist is responsible for a portfolio of clients, ensuring that each client is contacted via phone and email and makes payment according to the contractual terms. In doing so, the Collections Specialist plays a key role in helping GTT to meet its cashflow targets as well as minimising levels of overdue debt and bad debt write offs. The Collections Specialist will also help to resolve disputes, working with contacts at the client and liaising with internal stakeholders in Sales, Billing and Service Delivery to understand, identify and get to the root cause. The ability to show an inquisitive mind, solve problems and push proactively to get results are qualities which will fit well with this role. The Collections Specialist should be able to manage and drive stakeholder relationships across the business ensuring high levels of customer service and leveraging relationships to drive results for the team. Adopt a continuous improvement mindset both to benefit the customer experience and strive to increase efficiency by process optimisation, automation and lean approach. Essential Duties Responsibilities: Manage a portfolio of clients by telephone and email reaching 25 unique clients per day ensuring the ERP system is noted with a history of each contact Ensure SLA is met regarding replying to incoming emails/client inquiries Hit the agreed cash collection targets/overdue debt targets to be set on a monthly basis. Create and populate dispute, billing and cash applications tickets to drive resolution of disputes and ensure cash is correctly allocated to invoices Keep unapplied cash (lines and values) on your accounts to a minimum Stakeholder management: Ensure regular debt calls are in place with the key stakeholders in the business to address any key areas of concern related to debt, performance and relationships Provision/reserve all doubtful revenue in accordance with agreed procedures Follow the dunning process up to and including suspension, disconnection and 3rd Party Collection Proactively manage clients in bankruptcy/administration to minimise write-offs Participate in process improvement workshops to improve customer experience and efficiency of the Collections Department Customer first attitude with firm but fair approach to collections Skills and Experience: 2+ years of experience in an Accounts Receivable environment preferred Demonstrable ability to hit core KPIs and targets Demonstrated reporting and process improvement experience Effective written and verbal communication skills Strong organizational skills, with attention to detail, accuracy and accountability Ability to multi-task, adapt to multiple demands and shifting/competing priorities, and deliver high quality work in a fast-paced environment Proficiency in Excel and Word Experience in Telecommunications an advantage but not essential Any additional European language an advantage but not essential
GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies. We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net . Role Summary: This team provides 3rd line technical support for GTT s customer support organizations. As a highly intelligent, flexible and efficient technical support team, it works with other parts of GTT to deliver world-class customer experience. The team is responsible for the stability of GTT s next generation native IPv4/IPv6 IP network and provides advanced technical support for the full range of GTT IP products working closely with Tier 1 and Tier 2 teams on customer and core issues. Duties and Responsibilities: 3rd line break/fix support for customer services across the multinational and multivendor GTT network. Owns incidents, resolves them swiftly and drives through to final fix, working with customers and other internal teams as appropriate. Escalation to vendor support and other internal teams to ensure prompt and satisfactory resolution of issues. Provides concise and relevant action plans for teams to resolve network and customer issues efficiently. Provides work instructions, guidelines and training sessions to junior engineers when required. Communication and documentation of customer and service-specific support information to the 1st line teams. Proactive problem management based on technical and trend analysis to drive ever-better network performance. Technical review and ownership of key network management systems. Scope new developments to support continuous improvement of network quality and resilience. Ensure operational processes are followed and deliver best-in-class technical support while maintaining a stable and resilient network. Designing, developing and implementing automated solutions to streamline network operations. Enhance efficiency and reduce manual intervention. Combine networking expertise with programing and scripting skills to optimize network structure ensuring scalability, reliability and security. Maintain up-to-date documentation of automated processes, scripts and network changes Required Experience/Qualifications: Minimum 5 years of experience within IP Operations environment of a Telco or large ISP. Minimum 3 years of work in IP technical 2nd line support position. Excellent and demonstrable experience of IP, MPLS and routing knowledge (ISIS, BGP, OSPF) in an ISP environment. Knowledge and understanding of SD WAN and components, working knowledge on Fortinet, VeloCloud, Aruba is preferred. Excellent knowledge of protocols in use by the systems and customer applications, independent troubleshooting skills. Excellent technical knowledge of CE/CPE configurations and troubleshooting. Understanding troubleshooting knowledge of technologies including Ethernet, Ip transit, VPLS, MPLS, DIA etc. Strong experience in the use of IP management tools, both commercial and open source. CCNP or JNCIP certification is preferred. Ansible, Python, Bash scripting language desirable. Desirable Experience/Qualifications: Excellent Juniper and JUNOS knowledge (MX960, M7, M10 and Juniper CPEs/CEs) General knowledge or telecom industry, operational processes and standards. Good knowledge and hands on experience with Fortinet, VeloCloud, Aruba/SilverPeak devices and Accedian, Cisco, Comtrend CPE s. General technical understanding of other technologies (eg. VoIP, SDH and DWDM) Hours/Travel/Shift: 24x7 shifts (5 Days working / 2 Days Off - Mostly US Business Hours) Core Competencies Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision. Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation. Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational, or process problems; ability to apply knowledge of problem-solving appropriately to diverse situations. Root Cause Analysis: Knowledge of the concepts, principles, and techniques of root cause analysis (RCA); ability to use a structured approach to identify the underlying causes of problems in a particular environment and the changes needed to prevent recurrences. IP Technologies and Protocols: Knowledge of the features and policies of IP technologies and protocols; ability to configure, deploy and support IP-based networks and services. IP-based Services: Knowledge of the features and functions of IP-based services; ability to configure, deploy and support TCP/IP-based networks and associated services. Troubleshooting Network Problems: Knowledge of tools and techniques to troubleshoot network problems; ability to anticipate, recognize and resolve technical (network, hardware, software, equipment or operational) problems. Universal Competencies Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes and enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results-oriented. Customer First (Customer Facing): Knowledge of customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting customer value creation at every level. Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.
Position Title: Vendor Coordinator Location: Maharashtra, India Job Profile: FLSA Status: ( Americas Only ) Department: Service Delivery About GTT: GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies. We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net . Role Summary: The Vendor Coordinator role sits within the Service Delivery team. This team is composed of skilled individuals responsible for a range of disciplines, which include task allocation and coordination of work activities, service delivery and follow-up of delivery progress. Efficient and timely coordination of Vendor delivery is vital to ensure GTT s customers receive the highest quality of service delivery. Job Scope/Supervision: The Vendor coordinator will place orders with our vendor for circuits then track each order through completion, keeping all stakeholders updated on the progress. Key interface points are the vendors, the Project Managers, Service Delivery Coordinators, Engineers and Management teams. The Vendor Coordinator reports to the Manager of Vendor Coordinators. Duties and Responsibilities: Responsible for all deliveries assigned to him/her. Manage third party resources ensuing that the customer s orders are delivered on time and to the specified quantity and technical requirements. Communicate regularly with internal stakeholders to ensure accurate understanding of delivery process is available and being communicated to customers during the entire delivery life cycle. Direct planning of vendor installations with customer site contacts. Ensure vendor handover documentation is provided and accurate. Proactively develop and improve validation checks per service and in the delivery process supporting system automation and process improvement. Provide support and advise to other members of the delivery team as needed. Proactively escalate to manager when needed. Required Experience/Qualifications: Bachelor s degree certificate recognized by the government or posses equivalent qualification recognized by UGC/AICTE/ NAAC/ DTE. This should be a full-time degree course recognized by the Central/State Government of India. Education gap should be a maximum of 2 years, if any, between 10th and graduation. Candidates must not have any pending attendance requirement with the college. Minimum of 2 years experience in telecommunications with a knowledge of the European and/or US markets. Preferred 2+ years experience as a Vendor Coordinator, Service Delivery Coordinator or similar role. Excellent written and verbal communication skills in English. Additional European languages are a plus. Ability to present ideas and facts in a convincing way gaining commitment and support. Proactive nature. Anticipates and analyse problems then determine appropriate solution or alternative. Ability to gather, screen and interpret a wide variety of detailed information yet remain focused on the big picture . Ability to remain flexible and perform effectively in changing environments. Personal focus on continuous improvements. Proficient in MS suite including Outlook, Word, Excel, PowerPoint and Visio Desirable Experience/Qualifications: Bachelor s degree or higher degree, preferably in telecommunications field. Telecommunications experience in Service Delivery or NOC. Knowledge of telecommunications networks including IP/Packet Transmission. Hours/Travel/Shift: Night Shift. Full time employees will work a 40 hour week (8 hours per day excluding 1 hour for meal). Shift will be Monday - Friday during US or European business hours. Any candidate that has participated in any GTT Interview process in the last 9 months is not eligible. Core Competencies Universal Competencies Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented. Customer First (Non-Customer Facing): Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level. Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends. EEO Statement (Americas Only): GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT s employees to perform their job duties may result in discipline up to and including discharge.
Incident Manager GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies. We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net . Job Profile Summary: The Incident Manager is responsible for leading the resolution of incidents affecting customer services across a specified geography. Role Summary: The Customer Incident Manager is responsible for leading the resolution of incidents affecting customer services across an international geography. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, facilitate and co-ordinate the necessary activities for customer incidents/requests to be resolved/completed with minimal impact to SLAs, which may range from straightforward to more complex technical requirements, including post incident/request follow-up activities. The role requires a significant amount of autonomy, so the Incident Manager should be comfortable working with minimal direction, with the ability to thrive in a fast paced and ever-changing environment. Job Scope: Interacts with Service Desk, NMC, Tier 1,5, Tier 2, Tier 3, Carrier Management, 3rd Parties, enterprise operations, network management, supplier management commercial, service delivery and sales teams. Interacts with service desk, enterprise operations, network management, supplier management commercial, service delivery and sales teams. Minimum 5 years of experience within IP Operations environment of a Telco or large ISP. Minimum 3 years of work in IP technical 2nd line support position. Excellent and demonstrable experience of IP, MPLS and routing knowledge (ISIS, BGP, OSPF) in an ISP environment. Knowledge and understanding of SD WAN and components, working knowledge on Fortinet, VeloCloud, Aruba is preferred. Excellent knowledge of protocols in use by the systems and customer applications, independent troubleshooting skills. Excellent technical knowledge of CE/CPE configurations and troubleshooting. Duties and Responsibilities: Ensure frequency of internal/external communications are maintained as needed in a timely manner, and is always clear, concise, meaningful, professional, and efficient. Review and trigger both technical and hierarchal escalations, escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g., Service Manager, Account Manager). Review and manage customer requests that involve internal GTT departments and external partners . Identify problems and raise them to the Problem Management team. Review and revise processes, policies, and procedures on a regular basis to drive efficiency and effectiveness within Service Assurance. Maintain an exceptional level of customer service and experience during any engagements with all departments (internal or external). Understanding and familiarity with Customers services and solutions. Provide feedback to appropriate Line Manager on how Incident Management, the Service Desk and supporting functions can improve. Provide mentoring and guidance to Service Desk Engineers. Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics). Actively participate as required in meetings (customer, 3rd party, internal). Train new starters Support and participate as required in any Assurance related programs . Support the Line Manager / Department Manager, undertaking ad hoc/delegated tasks of a similar level and responsibility as may be required. Understanding troubleshooting knowledge of technologies including Ethernet, Ip transit, VPLS, MPLS, DIA etc. Strong experience in the use of IP management tools, both commercial and open source. CCNP or JNCIP certification is preferred. Ansible, Python, Bash scripting language desirable. Desirable Experience/Qualifications: Excellent Juniper and JUNOS knowledge (MX960, M7, M10 and Juniper CPEs/CEs) General knowledge or telecom industry, operational processes and standards. Good knowledge and hands on experience with Fortinet, VeloCloud, Aruba/SilverPeak devices and Accedian, Cisco, Comtrend CPE s. General technical understanding of other technologies (eg. VoIP, SDH and DWDM) Hours/Travel/Shift: 24x7 shifts (5 Days working / 2 Days Off - Mostly US Business Hours) Core Competencies Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision. Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation. Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational, or process problems; ability to apply knowledge of problem-solving appropriately to diverse situations. Root Cause Analysis: Knowledge of the concepts, principles, and techniques of root cause analysis (RCA); ability to use a structured approach to identify the underlying causes of problems in a particular environment and the changes needed to prevent recurrences. IP Technologies and Protocols: Knowledge of the features and policies of IP technologies and protocols; ability to configure, deploy and support IP-based networks and services. IP-based Services: Knowledge of the features and functions of IP-based services; ability to configure, deploy and support TCP/IP-based networks and associated services. Troubleshooting Network Problems: Knowledge of tools and techniques to troubleshoot network problems; ability to anticipate, recognize and resolve technical (network, hardware, software, equipment or operational) problems. Universal Competencies Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes and enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results-oriented. Customer First (Customer Facing): Knowledge of customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting customer value creation at every level. Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.
ICT- System Engineer -L1 Level Support IT Support Technician plays key role in supporting IT infrastructure of GTT. This position requires wide and overall knowledge in local area networking, client OS, Linux, Windows and Active Directory network, and SIP system (but not limited to them). Successful candidates may be required to perform on-call duty on rotational bases and support 24/5 on shifts. While his/her primary role is end user computing support, s/he will be also occasionally required to take active role in implementing new systems, diagnosis of IT problems outside their scope of responsibility. Supervision and assistance by management / senior engineer are provided remotely most of the time, thus successful candidate will be required have a broad range of knowledge and experience. Description of Essential Functions 1: Core troubleshoot and correct complex deployment issues, 2: End-user/client computer support. 3: Perform operating system imaging and software and settings deployment services from a customer/offshore site. 4: Windows Client/Server OS support. 5: Installation and first-level support for VoIP phone system. 6: Procurement of hardware and software, and managing assets/inventory. 7: Documentation (creation and updates of procedure document, manuals, tips and other useful articles in English). 8: Networking troubleshooting and configuration. 9: Test and evaluation of new software and/or system. 10: Provides on-site support for deployment, configuration and troubleshooting systems, with remote assistance from senior engineers (in Austin, London, for example). Essential Skills 1: Experiences in installation and configuration of Windows 8 and 10 or RHEL 5 or Mac 10.6.8 / 10.7 in enterprise environment, as well as the support experience and knowledge of MS Office 2010 or 2007 (mandatory). MCP / RHCE / CCNA level knowledge on client OS is preferred. 2: Basic knowledge of LAN/WAN (Ethernet TCP/IT etc.) and related experience (mandatory). CCNA-level knowledge is preferred. 3: Helpdesk, user support technician/operator experience with server hardware support experience. 4: Effective communication skills via phone and email in English are mandatory. 5: Business Level English Skills 6: Possess and demonstrates strong logical-thinking skill, full of intellectual curiosity and high desire for self-development. Ability to come to the best solution by capturing the big picture instead of focusing only on the minor details/issues which only affect us/clients in a short run. Work location: Pune Employment Type: Fulltime Education Degree in relevant field (B.A /BE / BCA Preferred) Experience Required 3 to 4 Years of Experience in Windows Client/Server OS Core WindowsTroubleshoot. Preferred Qualifications Required Degree N/A Preferred Degree Any Degree Years of Experience / Description Required at least 3 to 4 years of experience in IT
Note: This job profile may include more than one business title job description. See below for each job descriptions listed out by *Business Title. Keep only the job description details required for job requisitions. *Junior Network Engineer, Tier 2 Role Summary: The Junior Network Engineer, Tier 2 position is perfect for someone that has little to no experience. As a junior engineer within the Tier 2 organization, you will be provided mentorship and guidance from experienced engineers, and you will be able to work on different customers technologies and products. Job Scope/Supervision: The Junior Network Engineer, Tier 2 will be in direct contact with other Tier 2 Teams, Tier 1 teams, Supplier Management Team, Incident Managers and other teams within the company, depending on the problem and difficulties faced Duties and Responsibilities: Main job responsibilities are: -Work over different customer and backbone environments -Configure and manage devices we provide to our end customers -Troubleshoot problems within GTT s network -Participate in direct communication with customers and third party companies aiming to resolve the problem -Communicate internally with Incident Managers and Tier 1 engineers, providing help and assistance over different customers problems *Network Engineer, Tier 2 Role Summary: The Network Engineer is a hybrid position with the primary role to assist in the smooth operation of GTT s Global Network under the supervision of the Network Operations Manager. This is a large-scale network spanning the globe and is built on a multi-platform environment. The role is varied and demands a totally flexible approach to all tasks associated with this position. Job Scope/Supervision: The successful candidate should be comfortable working within an expanded and very fast-paced team environment. Duties and Responsibilities: Transport Assisting in customer test & turn-up (DWDM/ADM/Ethernet) Customer circuit troubleshooting with the aid of industry-standard test equipment Liaising with all GTT NOC Engineers and Network Operations departments in other countries Report writing and creating/maintaining inventories Assisting in the management of a Planned Preventative Maintenance program and schedules Network installations Non-routine duties will be allocated as deemed necessary Facilities Monitoring Contractors and training other members of staff when applicable. Generate site documentation such as maintaining records and files, preparing reports, and ordering supplies and equipment Periodically inspect the equipment, locate, and correct problems before breakdowns occur Ability to replace items such as circuit breakers, fuses, switches, lamps, electrical & electronic components, and cable When working with more complex items of plant, they may work with engineers, engineering technicians, or industrial machinery installation, repair, and maintenance workers Supervise planned works, carrying out postmortems upon completion to assess the efficiency / financial worth and lessons learned from said works Aim to constantly reduce operational running costs Review / authorize and manage MOPS (method of procedures) RA s (Risk Assessments) and back out plans prior to on-site works taking place assessing all potential risks and consequences relating to specific works Provide hands-on and technical assistance during an emergency *Network Security Engineer, Tier 2 Role Summary: The security engineering team is key to develop and maintain GTT cloud network and security platforms, both in managed services and Cloud ecosystems, more focused in ensuring of optimal levels of platform performance and capacity, maintaining as well high levels of cost efficiency. Support operational teams with last tier support, as well as SOC team projects and platform implementations. Whenever needed, it may be required to support the implementation of customer specific solutions and Service Transition process. A good part of the time will be spent running projects, both for customers and Internal systems. Job Scope/Supervision: On a regular basis it will be requested to perform vulnerability assessments and develop action plans to mitigate vulnerabilities found across GTT estate. Duties and Responsibilities: Implement, maintain and develop security platforms across regions and manage all aspects of their life cycle, as per product and architecture teams requirements; Act as technical escalation point whenever needed for Incident and Problem Management; Create and maintain platform documentation to comply with GTT ITIL approach and support several certifications GTT has like ISO 27001, ISO 20000, PCI DSS and BSI. Help manage vendor relationship for security platforms; Perform technical audits as required to verify customer and platform standards are met and maintained; Perform on-going performance tuning and resource optimization as required. It is expected that the role is able to help to improve and automate processes related to management throughout service lifecycle Applies ITIL and Agile methodology to the role in a DevOps spirit, following best practice standards and processes, without jeopardizing agility and flexibility. Adheres to GTT security policies and report incidents to the appropriate operations functions. Assists in the Continual Process Improvement (CPI) program as needed Work on assigned tasks and projects as directed by management. *Network Technician, Media Role Summary: Provide front line support for all media products which will include managing OU bookings, OU activations, event support, dedicated service management and maintaining the health and welfare of the network. Duties and Responsibilities: Primary contact for all incoming customer calls and email. Booking and activation of occasional use media services. Managing media events from testing through completion. Documenting clearly and effectively information in the Trouble Ticket system and SharePoint for communication to other staff, to open tickets and follow up on escalated problems. Monitoring, troubleshooting & correcting media service and network problems. Diagnosing troubles identified by network monitoring and working to resolve issues. Working with various third parties (Engineers, Provisioners, Infrastructure Vendors, Customers, and Developers) to narrow down problems and achieve resolution. Protecting services around internal and external network maintenance events. *SD-WAN Engineer, Tier 2 Role Summary: The Enterprise Operations Center team manages and maintains the top-tier enterprise customers for GTT during European business hours (8hr shifts between 8 am to 8 pm, Monday to Friday). The team is highly skilled ICT engineers who are responsible of deliver a world-class customer experience. Job Scope/Supervision: Tier 2 support for customer incidents and long-term problems focused on SDWAN platforms Owns incidents, resolves them swiftly, and drives through to final fix, working with customers and other internal and external teams as appropriate. Duties and Responsibilities: Working with the vendors TACs regarding platform issues Provides concise and relevant action plans for teams to resolve network and customer issues efficiently. Working on a broad range of SDWAN Vendors and products: Silver Peak, VeloCloud, and Fortinet. Working on a broad range of security Vendors and products: Palo Alto and Fortinet Uses a detailed understanding of operational capabilities to support operations acceptance of new infrastructure and non-standard bids. Pro-active problem management based on technical and trend analysis to ensure service stability and preventative action is taken where possible Configuration of network elements and migration of services Ensure operational processes are followed and deliver best-in-class technical support while maintaining a stable and resilient network. *Security Analyst (Threat Intelligence) Role Summary: Working out of GTT s Advanced Services Centre of Excellence, the TIC team focuses on providing SIEM, secure hosting and network services that meet and exceed government and certification body standards. The team work closely with our high value customer base to deliver a wide range of services including Security Incident & Event management, Secure Networking and Secure Hosting. As part of the Advanced Services division, Threat Intelligence Centre is a highly rewarding and challenging team for network, systems, and security analysts. The GTT SIEM platform is used to identify customer security incidents; one of the security analysts primary tasks is to take the output of the SIEM environment and perform deep analysis of the event; leading our customers to a remediation action that successfully mitigates the risk to their corporate and hosted environments. Responsible for providing tier 1 technical expertise in the support of both hardware and software solutions. Primarily Microsoft Windows, VMware, Cisco UCS, NetApp, Palo Alto, Cisco ASR and LogRhythm SIEM. Duties and Responsibilities: Providing analysis of SIEM alerts leading to enhanced customer security Work with customers to enhance security incident response procedures Enhance internal investigation process and identify additional toolsets required for rapid incident turnaround Be part of a 24/7 customer support team providing first level diagnosis for our hosting and network customers. Identifying improvements and advising on best practice. Manage 3rd party vendor support as required. Adhere to team processes and the direction of the SM, TIC. Work with Senior analysts / engineers to implement platform optimizations and tuning through structured change process Perform upgrades to SIEM environment from operating system to application to ensure highest level of platform security Maintain and enhance specific customer environments including firewalls, switches, and hosting platforms *Voice Network Engineer Role Summary: The Network Management Centre (NMC) manages and maintains GTT s pan-European network 24x7. As a highly intelligent and efficient break/fix organization, with a strong focus on consistency and process, it works with other parts of GTT to deliver a world-class customer experience. Job Scope/Supervision: Service Desk, Tier 3 Voice (TSS), Incident and Problem Management Duties and Responsibilities: Provide proactive fault resolution support for Voice/ VoIP cases or when the Service Desk/ NOC front line team is unable to resolve a customer and/or network fault or where a fault has been escalated according to SLA requirements. Use network tools to monitor core network and customer services. Proactively initiate incident management process. Perform diagnostics on all Voice network and customer faults. Generate action plans to troubleshoot all Voice network and customer faults. Track the incident management of proactive and reactive issues through the Trouble Ticket system. Management and Technical escalation of Trouble Tickets in line with the process. Coordinate NOC activities with local Field Operations and Vendor/Supplier representatives to diagnose and fix faults across a pan-European network Liaise with customer representatives to progress fault resolution. Support local Field operations with maintenance activities. Works in the NOC on a 24x7 shift rota. Reporting security incidents to the appropriate operations functions on detection. Comply with GTT Security Management controls, and security policies and report security incidents to the line manager Physical Security Monitoring
GTT is looking for potential candidates with good communication and technical experience within a Telecommunications / IP Networking /Data Communications / Ethernet, Broadband & DSL Technologies who can support 24/7 operations. Role Description Operating within Real Time Operations environment, this role is responsible for customer network reactive fault management and resolution. The main focus will be on fault localization and resolution for all Ethernet/DSL/Broadband Products systems. Candidates must work on a 24*7 shift rotation, providing high quality customer service and 3rd line support whilst handling Data and Voice related faults and any other customer enquiries to a large, diverse, Business & Wholesale customer base. Undertake detailed technical fault diagnosis and resolution across a large number of internal groups and 3rd Party suppliers to ensure customer incidents are resolved within agreed company service level standards. To assign & resolve all faults to appropriate technical escalation areas and notify line management of issues and problems requiring attention. Demonstrate the ability and understanding of the need to be a team playser and assist the team in achieving set departmental Key Performance Indicators Key Accountabilities Respond to faults raised via the Service Desks. Resolve all faults within target times to ensure that department service levels and key performance indicators are achieved. To complete detailed fault diagnostics on GTT network equipment utilizing appropriate technical diagnostic tools. To complete detailed fault diagnostics on the last mile of the network utilizing external remote diagnostic tools to understand how end user customers would set-up and configure equipment. To joint test with exchange-based field engineers (including 3rd party Suppliers) to ensure correct path to resolution. To ensure that outstanding problems are escalated according to jeopardy management procedures and to continue to monitor and own outstanding problems ensuring that resolution is achieved in the shortest possible time. Provide support to managers, team members and other colleagues to ensure departmental best practice is adhered to. To ensure that customers perceptions are managed effectively. Troubleshoot customer networks for escalated faults & assist the data team in troubleshooting and handling issues. Escalating complex issues to 3rd Line or Core whichever applicable. To achieve agreed performance levels in line with Business targets, Customer requirements and the functional SLA s. Primary Skills Verbal and written skills in English ADSL/SDSL DSL Technology & DSLAM s/MSAN Hands On Ethernet P2P, SDWAN, BGP peering, MPLS/VPLS, DIA. Broadband. Experience with OSI model, Layer 1,2 and 3 is must. Familiarity with IP networks to include SIP, IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANS, Ethernet, DWDM, SDH, DNS, SNMP, HSRP/VRRP, VPN (IPSec, Site2Site, GRE) and etc Hands on with Cisco/Juniper/FortiGate, etc Policy routing, ACL. Excellent troubleshooting skills and logical thinking
Position Title: IT Procurement & Logistics Specialist Location: Pune, India - Hybrid Reporting to: IT Manager Job Profile: Department: IT About GTT: GTT is a leading global provider of secure cloud networking solutions for multinational organizations. We design and deliver solutions that leverage advanced cloud, networking and security technologies. We complement our solutions with a suite of professional services and exceptional sales and support teams in local markets around the world. We serve thousands of national and multinational companies with a portfolio that includes SD-WAN, security, Internet, voice and other connectivity options. Our services are uniquely enabled by our top-ranked, global, Tier 1 IP backbone, which spans more than 260 cities on six continents. The company culture is built on a customer-first service experience reinforced by our commitment to operational excellence and continuous improvement in our business, environmental, social and governance practices. For more information, visit gtt.net The Opportunity: We are seeking a highly motivated and experienced IT Procurement & Logistics Specialist to play a pivotal role in managing our global IT assets and ensuring seamless operations across all regions. This position is key to optimizing our IT spend, ensuring financial compliance, and maintaining efficient logistics for all IT hardware, software, and cloud services. You will be instrumental in supporting the entire procure-to-pay process for IT, from initial requisition to final payment and lifecycle management. Key Responsibilities: Global IT Asset Procurement o Lead the end-to-end procurement process for all IT hardware, software, and services globally, ensuring best value, quality, and timely delivery. o Develop and maintain strong relationships with key IT vendors and suppliers, negotiating favorable terms and contracts. o Drive cost optimization initiatives through strategic sourcing, vendor consolidation, and demand forecasting. o Collaborate with IT teams to understand technical requirements and translate them into effective procurement strategies. o Manage Request for Proposal (RFP), Request for Quotation (RFQ), and tender processes. IT Asset & Logistics Management Oversee the entire lifecycle of IT assets, from acquisition and deployment to maintenance, tracking, and eventual disposal. Develop and implement robust global IT asset inventory management procedures. Manage the logistics of IT equipment shipping, receiving, and distribution across various international locations, including customs compliance and import/export regulations. o Ensure accurate and up-to-date IT asset records for auditing, compliance, and financial reporting. o Identify and implement process improvements for efficient IT asset management and logistics. Software and Licensing Management: o Be responsible for the comprehensive management of software licenses, including procurement, deployment, compliance, and renewals. o Expertly manage various licensing models, including but not limited to Microsoft SPLA, Office 365, and other cloud-based subscriptions (e.g., AWS, Azure, Google Cloud) o Conduct regular software license audits to ensure compliance and identify optimization opportunities, mitigating legal and financial risks. o Track software usage and provide insights to optimize license allocation and reduce unnecessary spend. o Maintain accurate records of all software entitlements and agreements. Financial Compliance & Procure-to-Pay (P2P) Process: o Support and optimize the IT procure-to-pay process, ensuring accuracy, efficiency, and compliance with internal financial policies and external regulations. o Facilitate invoice processing, reconciliation, and payment for IT-related purchases. o Work closely with finance and accounting teams to ensure proper capitalization, depreciation, and reporting of IT assets. o Manage IT vendor invoicing discrepancies and resolutions. Global Practice Management & Collaboration: o Manage IT procurement and logistics practices consistently across all global regions, ensuring standardization and adherence to global policies. o Collaborate cross-functionally with IT Operations, Infrastructure, Finance, Legal, and regional teams to align on IT asset needs and strategies. o Provide regular reporting and insights on IT asset utilization, costs, and compliance to senior management. Qualifications: Bachelors degree in Supply Chain Management, Business Administration, Information Technology, or a related field. Proven experience in IT procurement, IT asset management (ITAM), or IT logistics within a global organization. Proven experience supporting the procure-to-pay (P2P) process for IT assets. Desired experience with software licensing management, including significant knowledge of Microsoft SPLA, Office 365, and cloud-based subscriptions (AWS, Azure, GCP). Strong understanding of IT hardware and software technologies. Desired Skills: Experience with Service Now: Proficiency in utilizing Service Now for IT Asset Management (ITAM), procurement workflows, and service request fulfillment. Experience with Oracle Fusion or comparable ERP: Familiarity with Oracle Fusion or similar ERP systems for procurement and financial processes. Excellent negotiation, communication, and interpersonal skills. Strong analytical and problem-solving abilities with a data-driven approach. Ability to manage multiple priorities and work effectively in a fast-paced, global environment. Attention to detail and a commitment to accuracy and compliance. Certifications in ITAM (e.g., ITAM Certified Professional) or Procurement (e.g., CPSM) are a plus
Team Description & Purpose of Role: Role Overview: As a Junior Cloud Services Engineer, you will be the first point of contact for cloud-related incidents and service requests. You will play a key role in ensuring the smooth operation of cloud services by providing first-line support, managing escalations, and maintaining high levels of customer satisfaction. This role requires strong communication skills, attention to detail, and a proactive approach to problem-solving. About the team: The Cloud Services Operations is part of a Pan-European group of service professionals responsible for providing and maintaining GTT Core Platforms to ensure customer service availability and satisfaction of GTT Cloud, Managed Hosting, Security and Application Management. Multilingual and international in its make up, it is responsible for providing the highest level of support to GTT customers across a wide geographic footprint (US/EU/North Africa/Middle East) and product types Shift work 4 x Shifts of 12 hours 2 x day shifts (8am-8pm) followed by 2 x night shifts (8pm to 8am) followed by 4 x days leave. Key Responsibilities: Log and categorize all incoming incidents and service requests accurately in the ITSM system (e.g., ServiceNow), ensuring appropriate prioritization. Perform initial investigation and diagnosis of cloud-related issues using approved tools, systems, and procedures. Resolve or fulfill incidents and service requests that fall within the defined scope of the junior role. Escalate unresolved or complex issues to senior technical teams, third-party vendors, or other relevant support functions. Coordinate with external technical and non-technical support teams for on-site assistance when required. Track and follow up on escalated incidents and service requests until resolution or fulfillment is achieved. Escalate high-risk or SLA-breaching incidents to management or service owners as needed. Maintain clear and timely communication with customers regarding the status and progress of their requests. Take ownership of tickets from creation to closure, ensuring all actions and updates are documented. Close resolved or fulfilled tickets in a timely and accurate manner. Keep customers informed of planned changes, outages, or service impacts. Ensure the ITSM platform (e.g., ServiceNow) is consistently updated with accurate and complete information. Deliver exceptional customer service in all interactions with internal teams, third parties, and end users. Communicate clearly, professionally, and effectively in all written and verbal interactions. Provide feedback to line managers on process improvements or recurring issues. Identify recurring incidents and contribute to Problem Management processes. Adhere to ITIL-based service operations processes, including Incident, Request, Change, Event, and Problem Management. Meet or exceed defined service metrics (SLAs, OLAs, KPIs). Essential Criteria: General Skills Proficiency in Microsoft Office (Intermediate level) Required Familiarity with ITSM tools such as ServiceNow, Remedy, Siebel, Clarify, or HEAT– Required Experience Prior experience in Help Desk, Service Desk, Technical Support, or general IT support – Desirable Experience working in multi-cultural or international environments – Desirable Exposure to fault diagnosis, troubleshooting, and service request fulfillment – Desirable Knowledge Solid understanding of the ICT industry – Required Awareness of ITIL frameworks (e.g., ITIL Foundation or ITIL Operations) – Desirable Technical Skills – Essential Understanding of TCP/IP protocol stack and OSI model Knowledge of Internet technologies including PCs and TCP/IP – Required Proficiency in Windows/PC environments – Required Working knowledge of at least two of the following areas: Windows (various versions) Linux (Red Hat preferred; other distributions also considered) Virtualization platforms (VMware, KVM, XEN) IP Networking Security products (Cisco, Checkpoint, Palo Alto) Hosting hardware (HP, Dell servers and blades) Backup solutions (Symantec NetBackup) Storage solutions (NetApp, 3PAR, EMC, EqualLogic) Monitoring tools (Microsoft SCOM, SNMP, SCOM Connectors) Basic understanding of ISP services (DNS, Email, shared hosting, remote access, web portals) Technical Skills – Desirable Knowledge of SD-WAN and its components Awareness of Unified Communications tools (e.g., Skype for Business, Exchange, Office 365) Familiarity with Hosting and Security products (Windows/Linux/VMware/Storage/Backup) Experience with DNS management Languages English – Fluent (Mandatory) Qualifications & Certifications Bachelor’s degree in ICT, Telecommunications, Business Administration, or a related field – Completed or in progress – Required CCENT, Network+, or equivalent networking certification – Completed or in progress – Required ITIL Foundation certification – Desirable
The Opportunity: We are seeking a highly motivated and experienced IT Procurement & Logistics Specialist to play a pivotal role in managing our global IT assets and ensuring seamless operations across all regions. This position is key to optimizing our IT spend, ensuring financial compliance, and maintaining efficient logistics for all IT hardware, software, and cloud services. You will be instrumental in supporting the entire procure-to-pay process for IT, from initial requisition to final payment and lifecycle management. Key Responsibilities: Global IT Asset Procurement Lead the end-to-end procurement process for all IT hardware, software, and services globally, ensuring best value, quality, and timely delivery. Develop and maintain strong relationships with key IT vendors and suppliers, negotiating favorable terms and contracts. Drive cost optimization initiatives through strategic sourcing, vendor consolidation, and demand forecasting. Collaborate with IT teams to understand technical requirements and translate them into effective procurement strategies. Manage Request for Proposal (RFP), Request for Quotation (RFQ), and tender processes. IT Asset & Logistics Management Oversee the entire lifecycle of IT assets, from acquisition and deployment to maintenance, tracking, and eventual disposal. Develop and implement robust global IT asset inventory management procedures. Manage the logistics of IT equipment shipping, receiving, and distribution across various international locations, including customs compliance and import/export regulations. Ensure accurate and up-to-date IT asset records for auditing, compliance, and financial reporting. Identify and implement process improvements for efficient IT asset management and logistics. Software and Licensing Management : Be responsible for the comprehensive management of software licenses, including procurement, deployment, compliance, and renewals. Expertly manage various licensing models, including but not limited to Microsoft SPLA, Office 365, and other cloud-based subscriptions (e.g., AWS, Azure, Google Cloud). Conduct regular software license audits to ensure compliance and identify optimization opportunities, mitigating legal and financial risks. Track software usage and provide insights to optimize license allocation and reduce unnecessary spend. Maintain accurate records of all software entitlements and agreements. Financial Compliance & Procure-to-Pay (P2P) Process: Support and optimize the IT procure-to-pay process, ensuring accuracy, efficiency, and compliance with internal financial policies and external regulations. Facilitate invoice processing, reconciliation, and payment for IT-related purchases. Work closely with finance and accounting teams to ensure proper capitalization, depreciation, and reporting of IT assets. Manage IT vendor invoicing discrepancies and resolutions. Global Practice Management & Collaboration: Manage IT procurement and logistics practices consistently across all global regions, ensuring standardization and adherence to global policies. Collaborate cross-functionally with IT Operations, Infrastructure, Finance, Legal, and regional teams to align on IT asset needs and strategies. Provide regular reporting and insights on IT asset utilization, costs, and compliance to senior management. Qualifications: Bachelor's degree in Supply Chain Management, Business Administration, Information Technology, or a related field. Proven experience in IT procurement, IT asset management (ITAM), or IT logistics within a global organization. Proven experience supporting the procure-to-pay (P2P) process for IT assets. Desired experience with software licensing management, including significant knowledge of Microsoft SPLA, Office 365, and cloud-based subscriptions (AWS, Azure, GCP). Strong understanding of IT hardware and software technologies. Desired Skills: Experience with Service Now: Proficiency in utilizing Service Now for IT Asset Management (ITAM), procurement workflows, and service request fulfillment. Experience with Oracle Fusion or comparable ERP: Familiarity with Oracle Fusion or similar ERP systems for procurement and financial processes. Excellent negotiation, communication, and interpersonal skills. Strong analytical and problem-solving abilities with a data-driven approach. Ability to manage multiple priorities and work effectively in a fast-paced, global environment. Attention to detail and a commitment to accuracy and compliance.Certifications
The role of this team is to provide 3rd line technical support for GTTs customer support organizations. As a highly intelligent, flexible, and efficient technical support team, it collaborates with other parts of GTT to deliver a world-class customer experience. The team is accountable for maintaining the stability of GTTs next-generation native IPv4/IPv6 IP network and delivers advanced technical support for the full range of GTT IP products, closely working with Tier 1 and Tier 2 teams on customer and core issues. Key Responsibilities include: - Providing 3rd line break/fix support for customer services across the multinational and multivendor GTT network. - Taking ownership of incidents, resolving them swiftly, and ensuring final fixes are implemented, collaborating with customers and other internal teams as necessary. - Escalating to vendor support and other internal teams to ensure prompt and satisfactory issue resolution. - Offering concise and relevant action plans for teams to efficiently resolve network and customer issues. - Providing work instructions, guidelines, and training sessions to junior engineers when needed. - Communicating and documenting customer and service-specific support information to the 1st line teams. - Proactively managing problems based on technical and trend analysis to enhance network performance. - Conducting technical reviews and overseeing key network management systems. - Scoping new developments to support continuous improvement of network quality and resilience. - Ensuring operational processes are followed to deliver best-in-class technical support while maintaining a stable and resilient network. - Designing, developing, and implementing automated solutions to streamline network operations, enhance efficiency, and reduce manual intervention. - Utilizing networking expertise along with programming and scripting skills to optimize network structure for scalability, reliability, and security. - Maintaining up-to-date documentation of automated processes, scripts, and network changes. Required Experience/Qualifications: - Minimum 5 years of experience within an IP Operations environment of a Telco or large ISP. - Minimum 3 years of work in an IP technical 2nd line support position. - Excellent and demonstrable experience of IP, MPLS, and routing knowledge (ISIS, BGP, OSPF) in an ISP environment. - Knowledge and understanding of SD WAN and components, with working knowledge of Fortinet, VeloCloud, Aruba preferred. - Strong experience in the use of IP management tools, both commercial and open source. - CCNP or JNCIP certification is preferred. - Proficiency in Ansible, Python, and Bash scripting language desirable.,
As the Operations Escalation Manager at GTT, you will serve as the Executive Escalation point for incidents requiring exceptional oversight and resource coordination. Your primary focus will be to ensure that escalated incidents within your scope are communicated clearly both internally and externally, action plans are developed and executed, and expectations are set and met, leading to the resolution of the incidents. You will possess a strong aptitude for working with a diverse portfolio of Information and Communications Technology (ICT) products and services. Your responsibilities will include analyzing, facilitating, and coordinating the necessary activities to resolve customer incidents and requests with minimal impact on Service Level Agreements (SLAs). These activities may range from straightforward to complex technical requirements, including post-incident/request follow-up. This role demands a high degree of autonomy, requiring you to be comfortable working with minimal direction and capable of thriving in a fast-paced, ever-changing environment. Your interactions will involve various teams including Service Desk, enterprise operations, network management, supplier management commercial, service delivery, and sales teams. You will ensure that internal/external communications are maintained as needed in a timely manner, clear, concise, meaningful, professional, and efficient. Additionally, you will review and trigger both technical and hierarchical escalations, oversee critical escalations requiring executive engagement, maintain an exceptional level of customer service, and provide documentation and reports to customers and senior management on incident progress and resolution. To be successful in this role, you must have knowledge and understanding of TCP/IP (OSI) model, telecoms technologies and services, experience with ITSM tools, fault diagnosis/troubleshooting, and experience in Customer Service/Contact Centre/Help Desk/Service Desk role. A BSc/BA Degree in ICT/Telecommunications/Business Administration or a similar discipline is required. Desirable qualifications include knowledge of WAN connections, optical technologies, Cisco/Juniper hardware/software, and ITIL Foundation/Intermediate. You will work in shifts with specific hours between 08:00-20:00 EET/EEST. Core competencies for this role include accuracy and attention to detail, active learning, effective communication, interpersonal relationships, managing multiple priorities, problem-solving, teamwork, cross-team integration, root cause analysis (RCA), ITIL, and network incident management. Universal competencies required include continuous improvement, customer first (customer facing), and operational excellence. Your role will contribute to driving fundamental changes, enhancing responsiveness and efficiency, creating a culture of accountability, collaboration, and partnership, and focusing on system-driven processes for consistency and scalability with a customer-centric approach.,
Note: This job profile may include more than one business title job description. See below for each job descriptions listed out by *Business Title. Keep only the job description details required for job requisitions. Carrier Relationship Technician Role Summary: Carrier Relationship Technician is the position that interacts with our external providers when comes to Incident, Request and Problem Management. Driving cases toward resolution and performing escalations. Maintaining the escalation contacts into the supplier database. Job Scope/Supervision: Service Desk, Enterprise Operations Centre, Network Operations Centre, Carrier Management, Service Delivery. Reports to Senior Manager, Supplier Management Duties and Responsibilities: Liaise with GTT's local tail suppliers (OLO) and build strong relationships. Raise tickets with suppliers (OLO) and ensure regular updates and feedback via the telephone, email web portal and internal ticket. Manage OLO-related customer faults and ensure they are resolved within SLAs. Perform and interpret results of basic technical operations (ping tests, loops, etc) to confirm OLO and service status. Ensure appropriate processes are followed and associated documentation updated. Clearly communicate incident progress to customers throughout life cycle until final resolution. Work with internal operations and regional support organizations in order to resolve customer issues speedily. Escalate effectively and according to documented processes both internally and externally to ensure prompt resolution of incidents. Provide documentation and reports to customers and senior management on incident progress and resolution. documentation are regularly reviewed and updated to meet the highest standards Audit Supplier (OLO) contact and escalation details regularly and ensure that all pertinent systems are updated promptly. Report security incidents to the appropriate operations functions on detection. Comply to GTT Security Management controls, security policies and report security incidents to line manage OCC Planned Works Administrator Role Summary: The Planned Work Administrators responsibilities are to record, review and validate all Planned Work requests that may impact the GTT network and customer base which have been submitted via third party or internally. These activities are critical to planning, controlling, communicating, measuring and implementing all planned works performed by GTT or 3rd parties. Duties and Responsibilities: The OCC Planned Works Administrator will log, validate and, in some cases analyse, all Planned works submitted to the GTT Operations Change Control Team. In addition, the OCC Planned Works Administrator will work with OCC management and contribute to the following areas: Facilitate the approval process through the OCC Board Chairman or delegate Coordination of Planned Works with internal suppliers and supporting engineers Daily, Weekly & Monthly reporting of all Planned Works submitted with status OCC Planned Works Coordinator Role Summary: Operations Change Control - Responsible for recording, reviewing, analysing, coordinating and authorizing planned works. Purpose of the role: The Planned Work Coordinators responsibility is to perform technical analysis on all Planned Works that impact the GTT network and customer base submitted through a third party or internally. Through analysis and interrogation of affected Elements of Planned Works, and based on severity of impact, a complete and accurate list of impacted services is to be created within company defined SLA to ensure that the integrity of the network and high availability service offering is always maintained. Duties and Responsibilities: The OCC Planned Works Coordinator will analyse and interrogate all Planned works submitted to the GTT Global Planned Works team. In addition, the OCC Planned Works Coordinator engineer will work with OCC management and contribute in the following areas: Analyse all Planned Works through MOP interrogation and understanding of affected network elements or systems to identify risk severity of works being carried out Identify all impacted services of Planned Works through available systems and tools and present within agreed SLA for notification Ensure the integrity of the network is always maintained through appropriate scheduling of works and collision analysis Facilitate the approval process through the OCC Board Chairman or delegate Coordination of Planned Works with internal suppliers and supporting engineers Daily, Weekly & Monthly reporting of all Planned Works submitted with current status Tier 1 Engineer Role Summary: The Service Desk & Tier 1 Engineer will provide first line technical support to GTT’s customers across an international base. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, diagnosis and resolution/fulfilment of customer incidents/requests, which may range from straightforward to more complex technical requirements. There is also a range of administration duties within this role. Job Scope/Supervision: Interacts daily with NMC, Tier 1,5, Tier 2, Tier 3, Carrier Management. Reports to Manager, Service Assurance Duties and Responsibilities: Logging all relevant incident/service request details, allocating categorization and prioritization codes. Providing first-line investigation and diagnosis using approved tools, systems, and procedures. Resolving/fulfilling incidents/service requests that are in scope. Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions. Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site. Following-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment. Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager). Keeping customers informed of progress. Owning incidents/requests from ticket creation to resolution/fulfilment/closure. Closing all resolved/fulfilled incidents/requests and other queries. Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc. Ensure the Configuration Management System (CMS) is maintained/updated. Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams. Ensure communication always is clear, concise, meaningful, professional and efficient. Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve. Identify need for Problem Management for reoccurring Incidents/Events. Understanding of and familiarity with Customers’ services and solutions. Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics). Actively participate as required in meetings (customer, 3rd party, internal). Conducting customer satisfaction call backs/surveys as agreed. Coach/guide Junior staff and new starters. Act as delegate for Senior staff. Act as technical escalation gate for Junior staff. Higher First Line Fix/Right First Time than Junior staff. Network Analyst Role Summary: The Network Analyst will communicate via phone, email and in system notes with the client and internal stakeholders. Working knowledge of Windows operating systems is expected, with Linux or Unix a plus. Duties and Responsibilities: Efficiently and accurately manages inbound calls from all GTT customers Provide the highest standards of Customer Service on all inbound calls Escalate, for higher level support, to Tier II and Management. Document all voice and data service issues reported on inbound calls Operate in multiple systems and databases as required. Works with internal peer teams to assist with customer trouble resolution. Proactive learning of next-level technical duties and customer services. Required Experience/Qualifications: High School Diploma/GED AND 1+ or more years of relevant job experience. Relevant job experience is described as a technical support role (i.e.: NOC, IT Helpdesk, or Service Desk) Excellent communication skills (verbal and written) Logical problem analysis skills Use initiative and take ownership Ability to multitask, prioritize and work in a pressured and sometimes stressful environment Must be adaptable and flexible in dealing with a variety of people Achieve certification and maintain required training levels Must be a positive team player willing to contribute Ability to work on rotating shifts and/or on-call rotations Experience with network monitoring software is a plus. Relevant job experience is described as a technical support role (i.e.: NOC, IT Helpdesk, or Service Desk) Knowledge of core TCP/IP networking skills, routing, and switching (Juniper/Cisco) Previous experience of working in an SLA-driven operation environment (ideally ISP based) is preferred. Good understanding of IP and/or Optical networks including IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANs, Ethernet, DWDM, SDH, Dark Fiber, DNS, SNMP, and IPSec Experience of shift work 24x7x365 Tier II Voice Engineer Role Summary: The Network Management Centre (NMC) manages and maintains GTT’s pan-European network 24x7. As a highly intelligent and efficient break/fix organization, with a strong focus on consistency and process, it works with other parts of GTT to deliver a world-class customer experience. Job Scope/Supervision: Service Desk, Tier 3 Voice (TSS), Incident and Problem Management Duties and Responsibilities: Provide proactive fault resolution support for Voice/ VoIP cases or when the Service Desk/ NOC front line team is unable to resolve a customer and/or network fault or where a fault has been escalated according to SLA requirements. Use network tools to monitor core network and customer services. Proactively initiate incident management process. Perform diagnostics on all Voice network and customer faults. Generate action plans to troubleshoot all Voice network and customer faults. Track the incident management of proactive and reactive issues through the Trouble Ticket system. Management and Technical escalation of Trouble Tickets in line with the process. Coordinate NOC activities with local Field Operations and Vendor/Supplier representatives to diagnose and fix faults across a pan-European network Liaise with customer representatives to progress fault resolution. Support local Field operations with maintenance activities. Works in the NOC on a 24x7 shift rota. Reporting security incidents to the appropriate operations functions on detection. Comply with GTT Security Management controls, and security policies and report security incidents to the line manager Physical Security Monitoring.
Compute, Tier 1 Network Technician Job Description Role Summary: The Tier 1 Computing Engineer will provide first line technical support to GTT’s customers across an international base. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, diagnosis and resolution/fulfilment of customer incidents/requests, which may range from straightforward to more complex technical requirements. There is also a range of administration duties within this role. Internal Departments they will interact with: NMC, Tier 2, Tier 3, Carrier Management. Main Responsibilities: Logging all relevant incident/service request details, allocating categorization and prioritization codes. Providing first-line investigation and diagnosis using approved tools, systems and procedures. Resolving/fulfilling incidents/service requests that are in scope. Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of 1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions. Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site. Following-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment. Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager). Keeping customers informed of progress. Owning incidents/requests from ticket creation to resolution/fulfilment/closure. Closing all resolved/fulfilled incidents/requests and other queries. Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc. Ensure the Configuration Management System (CMS) is maintained/updated. Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams. Ensure communication at all times is clear, concise, meaningful, professional and efficient. Provide feedback to appropriate Line Manager on how the NMC.Hosting/Tier 1 and supporting functions can improve. Identify need for Problem Management for reoccurring Incidents/Events. Understanding of and familiarity with Customers’ services and solutions. Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics). Actively participate as required in meetings (customer, 3rd party, internal). Conducting customer satisfaction call backs/surveys as agreed. Coach/guide Junior staff and new starters. Act as delegate for Senior staff. Act as technical escalation gate for Junior staff. Higher First Line Fix/Right First Time than Junior staff. Ideal Candidate Profile: General MS Office – Intermediate (must). Awareness of ITSM tools (e.g. Siebel, Remedy, ServiceNow, Clarify, HEAT) (must). Experience Experience in Help Desk/Service Desk/Technical Support/IT (desirable). Experience working in a multi-cultural/international environment (desirable). Experience in fault diagnosis/troubleshooting and fulfilling requests (desirable). Knowledge General ICT industry understanding (must). Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (desirable). Essential Criteria: Technical Knowledge and understanding of TCP/IP protocol stack and OSI layering (OSI model). Knowledge of the Internet, Internet technologies that include: PCs, TCP/IP (must). Proficient in PC/Windows environment (must). Knowledge of at least 2 of the following: Windows (various flavours) Linux (Redhat), other Linux version experience considered an advantage Virtual platforms (Vmware, KVM or XEN) IP Networking Security Products (Cisco, Checkpoint, PaloAlto) Hosting hardware, servers and blades (HP and Dell) Symantec Netbackup Storage Solutions (NetApp, 3PAR, EMC or Equalogic) Microsoft SCOM, SNMP, SCOM Connectors and Connector Framework Basic technical understanding of normal ISP services, such a DNS, Email, shared hosting, remote access, web-portals, etc. Languages English – fluent (mandatory). Desirable Criteria: Technical Knowledge and understanding of SD WAN and components. Awareness and understanding of Unified Conferencing products (Video, Skype for Business, Exchange, Office365). Awareness and understanding of Hosting (Windows, Linux, Storage, Backup, Vmware) and Security products. DNS management. Other Similar Job Functions: Helpdesk Service Desk 1st Line Support Technical Support IT Qualifications/Courses: BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (either complete or in-progress) (must). CCENT knowledge, Network+ or equivalent (complete or in-progress) (must). ITIL Foundation (desirable). Hours/Travel/Shift: Shift work – 24*7 Job Location: Pune, India
As a Tier 1 Computing Engineer at GTT, you will play a crucial role in providing first-line technical support to customers across an international base. Your responsibilities will include logging incident/service details, diagnosing technical issues, and resolving incidents/requests within scope. You will interact with internal departments such as NMC, Tier 2, Tier 3, and Carrier Management. Your main tasks will involve escalating incidents to the next technical level when necessary, coordinating external technical support, and ensuring timely resolution of customer issues. Additionally, you will be responsible for maintaining the Configuration Management System, adhering to service operations processes, and participating in customer meetings. The ideal candidate for this role should have proficiency in MS Office and ITSM tools. Experience in help desk/service desk/technical support and familiarity with ITIL processes would be advantageous. Knowledge of TCP/IP protocol stack, OSI layering, and common internet technologies is essential. Fluency in English is mandatory. Desirable qualifications include a BSc/BA Degree in ICT/Telecommunications/Business Administration, CCENT knowledge, and ITIL Foundation certification. Familiarity with SD WAN, Unified Conferencing products, and DNS management would also be beneficial. This position involves shift work on a 24*7 basis and is based in Pune, India. If you have a passion for troubleshooting technical issues, providing exceptional customer service, and working in a dynamic international environment, we encourage you to apply for this exciting opportunity.,