Technical Lead, Global Customer Assurance

Overview

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

Technical Lead, Global Customer Assurance

Job Id- 36165

Job Location- Gurugram/Bangalore

Function- Chief Operations Office (COO)

Job Level- PT1 Core

Employment Type- Full Time

Why we need this role

The primary function of role is to carry out 2nd level troubleshooting including circuit level diagnostics, re-provisioning of circuits, configuration changes to resolve customer issues/faults for all Colt products delivered over the Colt IP/ SDWAN network with participation in 24x7 shift roster. Develop customer solutions to address a variety of business problems across IP/SDWAN domain. Acts a point of contact on multiple functional areas related to IP technologies and able to configure the Circuits on different vendor equipment, Technologies and various Network Management Systems.

What You Will Do

• Fault resolution for service-related proactive and reactive incidents over IP/ SDWAN network. This will need live troubleshooting on Colt’s IP Circuits to resolve customer faults.
• Answer inbound customer/partner calls via designated IVR/queues; authenticate, log incidents, and create/triage tickets with complete call notes and correct impact/severity.
• Ensure providing excellent customer support and partner coordination, including optimizing resource levels and continuous improvement of performance and process.
• Working on Planned activities of Customer Circuits in coordination with Field technicians and Node operation teams to resolve/test services in outage window.
• Provide seamless service across team, working closely with wider sub function team and other GCA teams.
• Work 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
  
  

• 6 years of experience in relevant domain/team, experience in global customer-facing/ partner relationship environment.
• Assurance/ Migration/ Provisioning/ Configuration /Fault Management/2nd level core troubleshooting experience on IP/ SDWAN network, equipment & customer circuits/services and management systems.
• A good understanding and proven provisioning /troubleshooting experience in the following technologies: IPVPN, Internet Services over Tier-1 ISP network and SDWAN services.
• Experience on Nokia/ ALU, Juniper and Cisco vendor equipment is preferred.
• Advanced knowledge of BGP, ISIS, MPLS (L2, L3 VPN), IPSec, Traffic Engineering
• SDWAN (Versa, Fortinet, etc.)
• Able to demonstrate a high level of capability to resolve incidents and enquiries, from a second level perspective, for all product groups.
• Fluent in English (written and spoken).
• In-depth knowledge of KPIs/performance metrics
• Drive to achieve best in class customer service.
• Ability to manage and support demanding customers.
• Graduate –Electronics/ Computers/ Communication or related field or related streams with relevant technology and leadership experience.
• Industry certifications (e.g., CCNA, CCNP, etc.) in relevant areas will be a plus.
  
  

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.
  
  

• 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.
  
  

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.
  
  

• 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.