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19 Job openings at GTT
Network Engineer Tier 2

Pune, Maharashtra, India

2 years

Not disclosed

Not specified

Full Time

Position Title: Network Engineer, Tier 2 Location: India Job Profile: Network Technician ST-2 Department: NOC Teams 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 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 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 countriesReport writing and creating/maintaining inventories.Assisting in the management of a Planned Preventative Maintenance program and schedulesNetwork installations / troubleshooting.Non-routine duties will be allocated as deemed necessary.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. Required Experience/Qualifications Experience in optical networks and technical facilities required.Minimum of 2 years of experience in an operational environment in a medium to large-scale carrier / ISP would be a definite advantage.Experience in a role with hands-on complex technical problem solving as a daily occurrence.Degree in Engineering related field – preferably Telecoms / Datacomms modules covered.Experience with hands-on installs of power and telecoms equipmentStrong Fiber management principlesExperience with test equipment – OSA / OTDR / BERT / RFC 2544 test setsExperience with troubleshooting BGP, MPLS, VPLS, DSL, PPP, IP Routing and Switching technologies.A solid understanding of SONET/SDH principles is required.Experience with SDWAN, Fortinet, Aruba, and Silver Peak.Ethernet & TCP/IP & OSI experience is a distinct advantage.Optical network installation and troubleshooting skills will be an advantage.Responsibility for H&S practicesManagement & control of contractorsKnowledge of network monitoring and other administrative toolsKnowledge of networking technologies and protocols.Strong PC skills utilizing MS Office and industry-standard software.Flexibility to assist in the 24 / 7 / 365 Network Operations Team.Strong knowledge of industry technologies/contacts and lead timesUnderstanding of working in Data Centres and Comms Rooms/Exchanges.Competency in handling AC/DC powerAbility to work independently and as part of a team.Self-motivatedExcellent written and communication skillsCreative problem-solving abilities Hours/Travel/Shift (Where Applicable) Mainly US business hour shifts, rotational. 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.

Network Engineer Tier 3

Pune, Maharashtra, India

3 years

Not disclosed

Not specified

Full Time

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.

Network Technician 2

Pune, Maharashtra, India

0 years

Not disclosed

On-site

Full Time

Position Title: Network Engineer Tier 2 Location: India Job Profile: Network Technician ST-2 Department: NOC Teams 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 With minimal supervision, performs tasks associated with repair of the client’s voice and data networks, and perform leadership tasks as needed. The Tier II will communicate via phone, email and in system notes with the client and internal stakeholders. A working knowledge of Windows operating systems is expected, with Linux or UNIX a plus. Duties And Responsibilities Provide technical support and manage customer escalation at this level Prioritize and respond to customer requests in timely manner Own and troubleshoot network issues Work collaboratively with both internal teams and third-party vendor support and engineering teams Perform proactive monitoring of the core and edge network using various NMS tools Mentoring of Tier 1 Techs and proactive learning of core network and customer services Performance of any other ad-hoc duties as requested by GTT management Produce technical support documentation and write incident reports as appropriate Required Experience/Qualifications 2-5 or more years of relevant job experience in technical support role (i.e.: NOC, IT Helpdesk or Service Desk) Experience with network monitoring software. In depth knowledge of core TCP/IP networking skills, routing and switching (Juniper/Cisco) Previous experience working in an SLA-driven operation environment (ideally ISP based) Good understanding of IP and/or Optical networks to include IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANS, Ethernet, DWDM, SDH, Dark Fiber, DNS, SNMP, and IPSec 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 JNCIA or CCNA certification or equivalent skill level developed through industry experience is preferred Experience of shift work 24x7x365 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, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. 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, 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. Show more Show less

Shift Manager

Pune, Maharashtra, India

0 years

Not disclosed

On-site

Full Time

Team Description & Purpose Of Role We are looking for a driven, customer service focused, results orientated, passionate networking candidate to join our Network Operations team in our Pune, IN location, Shift manager for the Service Assurance (Americas) Team . The NOC Supervisor is a highly integral position providing technical support and team leadership with expertise across the full range of operations, technical support, and analytic tasks for all network element categories comprising of GTT’s merged (24x7) Customer Operations and Network Operations groups providing a bridge between both environments. Additionally, duties include development and implementation of efficient and effective operations, training, and team management, troubleshooting and problem resolution techniques for all of the components that comprise GTT’s network. Job Responsibilities Lead a team of up to 10+ engineers suppose Service Assurance(NOC) organization Escalation POC for the GTT customer base in case of incidents, requests or other information that is required by a customer Own and drive complex WAN networking issues to resolution Support the team in the day to day work as needed. Able to receive, log & handle incoming calls, emails, portal requests and instant chat requests within SLA/KPI targets Manage customer communication professionally, efficiently and with excellent communication skills and set realistic and achievable resolution timeframes. Strong customer advocacy Support and collaborate with GTT’s 1st and 2nd level technical teams Understand, support and manage to GTT’s key SLA’s Track resolution of any hardware replacements to ensure SLA’s are met Track team performance, prepare quality checks, create work reports, provide feedback to team members Log, follow up and escalate faults with external suppliers Experience Required 3-5 years of network operations experience, preferably in Layer 2, IP networking and/or high-capacity (WAN, MAN, LAN, Ethernet) network architectures, or in a regional telecommunications carrier’s operations center (ILEC, CLEC, IXC) 1 to 2 years’ experience as a Team Leader 1 to 3 years’ experience within customer operations in Telco or large service provider Cisco CCNA, Network +, JNCIA preferred Understanding of complex networking environment with demanding capability with, and mastery of, a variety of methodical investigation and analytical techniques Customer focused, analytical thinker who can quickly assess and identify customer needs Excellent knowledge of the Internet, Internet technologies that include: PCs, TCP/IP, E-mail, Dial-up and DSL, Dedicated Access, hosting and security products Able to resolve problems quickly, accurately and through to resolution / closure Positive, proactive, and personable Excellent verbal and written communication skills Strong sense of responsibility and ownership Team player in multi-cultural team Person Specification Able to resolve problems quickly, accurately and through to resolution / closure Positive, proactive, and personable Excellent communication skills Strong sense of responsibility and ownership Attention to details Team player in multi cultural team. Stress resistant Ability to deal with change Interest in new technology Ability to connect and built a bond with the reportees People Management Skill Show more Show less

Network Engineer Tier 2

Pune, Maharashtra, India

2 years

Not disclosed

On-site

Full Time

Position Title: Network Engineer, Tier 2 Location: India Job Profile: Network Technician ST-2 Department: NOC Teams 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 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 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 / troubleshooting. Non-routine duties will be allocated as deemed necessary. 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. Required Experience/Qualifications Experience in optical networks and technical facilities required. Minimum of 2 years of experience in an operational environment in a medium to large-scale carrier / ISP would be a definite advantage. Experience in a role with hands-on complex technical problem solving as a daily occurrence. Degree in Engineering related field – preferably Telecoms / Datacomms modules covered. Experience with hands-on installs of power and telecoms equipment Strong Fiber management principles Experience with test equipment – OSA / OTDR / BERT / RFC 2544 test sets Experience with troubleshooting BGP, MPLS, VPLS, DSL, PPP, IP Routing and Switching technologies. A solid understanding of SONET/SDH principles is required. Experience with SDWAN, Fortinet, Aruba, and Silver Peak. Ethernet & TCP/IP & OSI experience is a distinct advantage. Optical network installation and troubleshooting skills will be an advantage. Responsibility for H&S practices Management & control of contractors Knowledge of network monitoring and other administrative tools Knowledge of networking technologies and protocols. Strong PC skills utilizing MS Office and industry-standard software. Flexibility to assist in the 24 / 7 / 365 Network Operations Team. Strong knowledge of industry technologies/contacts and lead times Understanding of working in Data Centres and Comms Rooms/Exchanges. Competency in handling AC/DC power Ability to work independently and as part of a team. Self-motivated Excellent written and communication skills Creative problem-solving abilities Hours/Travel/Shift (Where Applicable) Mainly US business hour shifts, rotational. 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. Show more Show less

Collections Specialist

Pune, Maharashtra, India

2 years

Not disclosed

On-site

Full Time

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 Show more Show less

Customer Incident Manager

Pune, Maharashtra, India

5 years

Not disclosed

On-site

Full Time

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. Show more Show less

System Engineer

Pune, Maharashtra, India

3 - 4 years

Not disclosed

Remote

Full Time

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 Experience Degree in relevant field (B.A /BE / BCA Preferred) 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 Show more Show less

Network Engineer Tier 3

Pune, Maharashtra, India

5 years

Not disclosed

On-site

Full Time

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. Show more Show less

Service Delivery Co- Ordinator

Pune, Maharashtra, India

2 years

Not disclosed

On-site

Full Time

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. Name I have received this job description on …………………………. Signature Date: Show more Show less

Vendor Coordinator

Pune, Maharashtra, India

2 years

Not disclosed

On-site

Full Time

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. Show more Show less

Network Engineer, Tier 2

Pune, Maharashtra, India

2 years

Not disclosed

On-site

Full Time

Position Title: Network Engineer, Tier 2 Location: India Job Profile: Network Technician ST-2 FLSA Status: Americas only Department: NOC Teams 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 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 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 / troubleshooting Non-routine duties will be allocated as deemed necessary 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 Required Experience/Qualifications Experience in optical networks and technical facilities required Minimum of 2 years of experience in an operational environment in a medium to large-scale carrier / ISP would be a definite advantage Experience in a role with hands-on complex technical problem solving as a daily occurrence Degree in Engineering related field – preferably Telecomms / Datacomms modules covered Experience with hands-on installs of power and telecoms equipment Strong fiber management principles Experiance with test equipment – OSA / OTDR / BERT / RFC 2544 test sets Experience with troubleshooting BGP, MPLS, VPLS, DSL, PPP, IP Routing and Switching technologes A solid understanding of SONET/SDH principles is required Experience with SDWAN, Fortinet, Aruba and Silver Peak. Ethernet & TCP/IP & OSI experience is a distinct advantage Optical network installation and troubleshooting skills will be an advantage Responsibility for H&S practices Management & control of contractors Knowledge of network monitoring and other administrative tools Knowledge of networking technologies and protocols. Strong PC skills utilizing MS Office and industry-standard software. Flexibility to assist in the 24 / 7 / 365 Network Operations Team. Strong knowledge of industry technologies/contacts and lead times Understanding of working in Data Centers and Comms Rooms/Exchanges. Competency in handling AC/DC power Ability to work independently and as part of a team Self-motivated Excellent written and communication skills Creative problem-solving abilities Hours/Travel/Shift (Where Applicable) Mainly US business hour shifts, rotational. 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. Show more Show less

Tier 2 Engineer

Pune, Maharashtra, India

0 years

Not disclosed

On-site

Full Time

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 Show more Show less

Customer Incident Manager

Pune, Maharashtra, India

5 years

None Not disclosed

On-site

Full Time

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 US shifts (5 Days working / 2 Days Off) 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.

IT Procurement & Logistics Specialist

Pune, Maharashtra, India

0 years

None Not disclosed

On-site

Full Time

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. 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. o 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 in ITAM (e.g., ITAM Certified Professional) or Procurement (e.g., CPSM) are a plus

Network Engineer

pune, maharashtra

3 - 7 years

INR Not disclosed

On-site

Full Time

You will be joining a team that provides 3rd line technical support for GTT's customer support organizations. As a part of this highly intelligent, flexible, and efficient technical support team, your role will involve collaborating with various departments within GTT to ensure the delivery of a world-class customer experience. Your primary responsibility will be to maintain the stability of GTT's next-generation native IPv4/IPv6 IP network and provide advanced technical support for the complete range of GTT IP products. This will include working closely with Tier 1 and Tier 2 teams to address customer and core issues promptly and effectively. Your duties and responsibilities will include providing 3rd line break/fix support for customer services across GTT's multinational and multivendor network. You will be responsible for owning incidents, resolving them swiftly, and ensuring they are driven through to final resolution, while collaborating with customers and internal teams as needed. Escalation to vendor support and other internal teams will be necessary to ensure timely and satisfactory issue resolution. Additionally, you will be expected to provide concise action plans for teams to address network and customer issues efficiently, offer work instructions, guidelines, and training sessions to junior engineers when required, and communicate and document customer and service-specific support information to 1st line teams. Furthermore, you will be tasked with proactive problem management based on technical and trend analysis to enhance network performance, performing technical reviews and taking ownership of 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, and maintaining up-to-date documentation of automated processes, scripts, and network changes. To qualify for this role, you should have a minimum of 5 years of experience in an IP Operations environment of a Telco or large ISP, with at least 3 years of work in an IP technical 2nd line support position. You should possess excellent and demonstrable knowledge of IP, MPLS, and routing (ISIS, BGP, OSPF) in an ISP environment, as well as an understanding of SD WAN and components. Familiarity with Fortinet, VeloCloud, Aruba, and working knowledge of protocols used by systems and customer applications are preferred. Additionally, experience with CE/CPE configurations and troubleshooting, Ethernet, IP transit, VPLS, MPLS, DIA technologies, and IP management tools is required. Holding a CCNP or JNCIP certification is preferred, with knowledge of Ansible, Python, and Bash scripting being desirable. Desirable qualifications include excellent Juniper and JUNOS knowledge, general knowledge of the telecom industry, experience with Fortinet, VeloCloud, Aruba/SilverPeak devices, Accedian, Cisco, Comtrend CPEs, and a general technical understanding of other technologies such as VoIP, SDH, and DWDM. In this role, you will be working 5 days a week with 2 days off, following US business hours. Your success in this position will depend on your accuracy and attention to detail, ability to manage multiple priorities effectively, problem-solving skills, root cause analysis capabilities, knowledge of IP technologies and protocols, expertise in troubleshooting network problems, continuous improvement mindset, customer-first approach, and commitment to operational excellence.,

Network Engineer Tier 3

pune, maharashtra

5 - 9 years

INR Not disclosed

On-site

Full Time

You will be part of a team that provides 3rd line technical support for GTT's customer support organizations. Your role involves ensuring the stability of GTT's next-generation native IPv4/IPv6 IP network and providing advanced technical support for a wide range of GTT IP products. Your responsibilities will include resolving incidents promptly, driving them to final resolution, and collaborating with customers and internal teams. You will also escalate issues to vendors and internal teams as needed to ensure timely resolution. Your duties will involve providing concise action plans to resolve network and customer issues efficiently, offering guidance and training sessions to junior engineers, communicating and documenting support information to 1st line teams, and engaging in proactive problem management to enhance network performance. Additionally, you will review and oversee key network management systems, scope new developments for network quality improvement, and ensure operational processes are followed to deliver top-notch technical support while maintaining network stability. A key aspect of your role will be designing, developing, and implementing automated solutions to streamline network operations, enhance efficiency, and minimize manual intervention. You will leverage your networking expertise and programming skills to optimize network structure for scalability, reliability, and security. It will also be essential to maintain up-to-date documentation of automated processes, scripts, and network changes. To qualify for this position, you should have a minimum of 5 years of experience in an IP operations environment of a Telco or large ISP, with at least 3 years of work in an IP technical 2nd line support role. Proficiency in IP, MPLS, and routing knowledge (ISIS, BGP, OSPF) in an ISP environment is required, along with an understanding of SD-WAN and components. Familiarity with Fortinet, VeloCloud, and Aruba is preferred, as well as hands-on experience with CE/CPE configurations, troubleshooting, and various technologies including Ethernet, IP transit, VPLS, MPLS, and DIA. You should also have strong experience with IP management tools, CCNP or JNCIP certification is preferred, and knowledge of scripting languages like Ansible, Python, and Bash is desirable. Additionally, experience with Juniper and JUNOS, telecom industry standards, and various network technologies will be advantageous. This role involves working 5 days a week with 2 days off during US business hours. Core competencies required include accuracy and attention to detail, managing multiple priorities, problem-solving, root cause analysis, expertise in IP technologies and protocols, IP-based services, and troubleshooting network problems. As part of the team, you are expected to contribute to continuous improvement initiatives, prioritize customer value creation, and strive for operational excellence. Your role will involve driving fundamental changes, enhancing efficiency, building a customer-centric culture, and ensuring operational processes focus on maximizing positive customer impact and anticipating future trends.,

Operations Specialist

Pune, Maharashtra, India

0 years

None Not disclosed

Remote

Full Time

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. Job Description 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 Location GTT, Pune, India

Operations Escalation Manager

Pune, Maharashtra, India

0 years

None Not disclosed

On-site

Full Time

Position Title: Operations Escalation Manager Location: Pune Job Profile: Operation Escalation Manager ST-3 Department: Business Operations - NOC 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 Operation Escalation Manager (OEM) will serve as the Executive Escalation point for incidents requiring exceptional oversight and resource coordination. The OEM’s primary focus will be to ensure that escalated incidents within their 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. The ideal candidate will possess a strong aptitude for working with a diverse portfolio of Information and Communications Technology (ICT) products and services. They will be responsible for 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 the OEM to be comfortable working with minimal direction and capable of thriving in a fast-paced, ever-changing environment. Job Scope Interacts with Service Desk, enterprise operations, network management, supplier management commercial, service delivery and sales teams 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 Oversee and manage the progress of critical escalations requiring executive engagement to resolve incidents caused by third-party suppliers, ensuring customers receive premium service until the issue is fully resolved. Maintain an exceptional level of customer service and experience during all engagements with internal and external departments. Possess a thorough understanding and familiarity with customers’ services and solutions. Actively participate as required in meetings (customer, 3rd party, internal). Support and participate as required in any Assurance related programs. Raise tickets with suppliers and ensure regular updates and feedback via the telephone, email web portal and internal ticket. Manage Supplier-related customer faults and ensure they are resolved within SLAs. Perform and interpret results of basic technical operations (ping tests, loops, etc.) to confirm 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 Provide documentation and reports to customers and senior management on incident progress and resolution. Make sure documentation is regularly reviewed and updated to meet the highest standards. Required Experience/Qualifications Knowledge and understanding of TCP/IP (OSI) model. Strong awareness of telecoms technologies and services: IP (VPN, Internet), Transmission (SDH, DWDM), Ethernet, Voice Independent and self-starting person with excellent communication and analytical skills. Stress resistant with the ability to accommodate to fast changing environment English – fluent (mandatory). MS Office – Advanced (must). Experience of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must). Experience in fault diagnosis/troubleshooting and fulfilling requests Ability to understand and improve operational processes and procedures. Ability to matrix manage across the different departments. 24+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must). 12+ x months experience in a similar role (desirable). 12+ x months in a process driven organization (desirable). Experience working in a multi-cultural/international environment (must). Experience in fault diagnosis/troubleshooting and fulfilling requests (must). General ICT industry understanding (must). Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (must). BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline Desirable Experience/Qualifications Knowledge and understanding of different types of common WAN connections. Awareness/understanding of optical technologies. Understanding of Cisco/Juniper hardware/software – routers/switches. Experience with Cisco/Juniper OS on CLI using show commands to troubleshoot issues. Awareness/understanding of Hosting and Security products. Awareness/understanding of Unified Conferencing products (video, Skype for Business). Understanding the basic functions of the following protocols: DNS, DHCP, IPv4, TCP/UDP, VPN, VLANs. German/Spanish/Italian/French – fluent (desirable). CCENT knowledge, Network+ or equivalent (complete or in-progress) ITIL Foundation/Intermediate Hours/Travel/Shift 2 x days, 2 x nights, 4 off - 08:00-20:00 / 20:00-08:00. 9 x hour day between 08:00 – 20:00 EET/EEST Core Competencies Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision. Active Learning: Understanding the necessity for continuous personal growth and learning; ability to gauge one's strengths, limitations, and interests accurately, and use this knowledge for purposes of performance effectiveness self-development. Effective Communications: Understanding effective communication concepts, tools, and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. Interpersonal Relationships: Knowledge of the techniques and the ability to work with a variety of individuals and groups in a constructive and collaborative manner. 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, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. Teamwork: Knowledge of the necessity and value of teamwork; experience with; ability to work cooperatively towards shared goals and being supportive of others at all levels. Cross-Team Integration: Understanding of the importance of inter-team collaboration in breaking down silos and achieving business results; ability to lead employees from various functions to communicate, coordinate work across divisions, and collaborate in solving problems as one team. Root Cause Analysis (RCA): Knowledge of the concepts, principles, and techniques of root cause analysis (RCA); ability to use a structured approach to identify the causes of undesirable consequences in a manufacturing environment and the changes needed to prevent recurrences. ITIL (Information Technology Infrastructure Library): Knowledge of Information Technology Infrastructure Library (ITIL); ability to apply ITIL processes and standards for managing the IT infrastructure. Network Incident Management: Knowledge of network incident management; ability to identify, investigate, troubleshoot, resolve, and prevent the recurrence of incidents that interfere with the normal delivery of services. 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.

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