Lead Consultant, Global Customer Assurance

Role Overview: You will be responsible for carrying out 2nd level troubleshooting including circuit level diagnostics, re-provisioning of circuits, and configuration changes to resolve customer issues/faults for all Colt products delivered over the Colt IP/ SDWAN network. Your role will involve developing customer solutions to address a variety of business problems across the IP/SDWAN domain. Additionally, you will act as a point of contact on multiple functional areas related to IP technologies and configure the Circuits on different vendor equipment, Technologies, and various Network Management Systems. Key Responsibilities: - Fault resolution for service-related incidents over the IP/ SDWAN network, including live troubleshooting on Colts IP Circuits to resolve customer faults. - Ensure providing excellent customer support and partner coordination, optimizing resource levels, and continuous improvement of performance and process. - Work on planned activities of Customer Circuits in coordination with Field technicians and Node operation teams to resolve/test services in the outage window. - Provide seamless service across the team, working closely with the wider subfunction team and other GCA teams. - Collaborate with the team/function manager team to identify and deliver positive cultural change and efficient business. - Manage day-to-day line activities, prioritize and make impact assessments within existing processes and procedures towards achieving agreed targets/KPIs. - Build strong relationships with internal customers and other Colt teams. Qualifications Required: - A bachelor's or master's degree in Business, IT, Computer Science, Telecommunications, or a relevant field. (Note: Omitted additional details section as it is not present in the provided Job Description),