IP Expert

Job ID - 35561

Job Level - PT1 Core

Job location - Gurgaon/Bangalore

Function - COO

Employment Type - Permanent

Why we need this role.

Network Operations and Services Engineers provide 24/7 first and second level technical support to customers globally. This may include network monitoring, fault resolution and the provision of bespoke charged solution support and management.

What will you do.

To work within a team of highly experienced customer supporting engineers, with responsibility for resolving customer faults and problems occurring on Colt’s IP products and services. This includes end-to-end ownership, co-ordination and management of tasks assigned to other teams and network partners.

• Proactively monitor, troubleshoot, diagnose and resolve faults across a pan European MPLS Infrastructure and a range of IP services according to product SLAs, up to 2nd Level Support.

• Knowledge or experience with interfacing into Optical and Ethernet-based Networks would be advantageous

• Participate in a 24/7 shift pattern

• Have full knowledge of customers bespoke networks and services

• Providing a professional interface to customers, acting as a Single Point of Contact for all their issues.

• Build and maintain working relationships with key interconnect partners and vendors

• Manage and coordinate tasks assigned to other teams, such as Field Maintenance or Technical Assistance Centre

• Maintain a clear and accurate record of events throughout a fault duration utilising Colt’s Remedy based Fault Management System and provide regular updates as and when required

• Resolve or escalate faults as appropriate, according to product SLAs

• Technical report generation for customer RFO/RCA requests

• Technically manage software upgrades in co-ordination with vendor and Colt teams involved

What we are looking for.

To work within a team of highly experienced customer supporting engineers, with responsibility for resolving customer faults and problems occurring on Colt’s IP products and services. This includes end-to-end ownership, co-ordination and management of tasks assigned to other teams and network partners.

• Proactively monitor, troubleshoot, diagnose and resolve faults across a pan European MPLS Infrastructure and a range of IP services according to product SLAs, up to 2nd Level Support.

• Knowledge or experience with interfacing into Optical and Ethernet-based Networks would be advantageous

• Participate in a 24/7 shift pattern

• Have full knowledge of customers bespoke networks and services

• Providing a professional interface to customers, acting as a Single Point of Contact for all their issues.

• Build and maintain working relationships with key interconnect partners and vendors

• Manage and coordinate tasks assigned to other teams, such as Field Maintenance or Technical Assistance Centre

• Maintain a clear and accurate record of events throughout a fault duration utilising Colt’s Remedy based Fault Management System and provide regular updates as and when required

• Resolve or escalate faults as appropriate, according to product SLAs

• Technical report generation for customer RFO/RCA requests

• Technically manage software upgrades in co-ordination with vendor and Colt teams involved

What we offer you:

Looking to make a mark?

At Colt, you’ll make a difference. Because around here, we empower people. We don’t tell you what to do.

Instead, we employ people we trust, who come together across the globe to create intelligent solutions.

Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want.

We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses, and ideas. We want you to help us change the world, for the better.

Diversity and inclusion

• Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you’ll be encouraged to be yourself because we believe that’s what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth.

Most recently we have:

• Signed the UN Women Empowerment Principles which guide our Gender Action Plan
• Trained 60 (and growing) Colties to be Mental Health First Aiders
• Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda, visit our DEI pages.

Benefits

Our benefits support you through all parts of life, for both physical and mental health.

• Flexible working hours and the option to work from home.
• Extensive induction program with experienced mentors and buddies.
• Opportunities for further development and educational opportunities.
• Global Family Leave Policy.
• Employee Assistance Program.
• Internal inclusion & diversity employee networks.

A global network

• When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring – take a look at ‘Our People’ site including our Empowered Women in Tech.