Technical Lead, Incident & Problem Management (Data)

This job is with Colt Technology Services, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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.

Job ID: 35488

Job Level: PT1 Core

Job Location: Gurgaon/ Bangalore

Function: Chief Operations Office (COO)

Why We Need This Role

To provide technical resolution to faults on Colt backbone networks, owning all complex hardware / software faults generated on the network to resolve any issues escalated by the team and working to further improve and enhance the processes. This will involve managing the appropriate, timely level of escalation on complex, escalated and reoccurring network faults..

What You Will Do

• Co-ordinates investigations and proposals for changes and circumventions; monitors implementation of remedies in liaison with other functions
• Determines and initiates preventive measures, such as identifying and investigating suspect software and other components
• Makes decisions and gives information and advice for incident control, in line with SLAs
• Ensures incidents, problems and resolutions are fully documented within the relevant reporting systems and syndicated to all stakeholders
• Monitors deviations from requirements or SLAs and takes appropriate action
• Analyses problem management processes, advises on improvements and leads project activity to implement them
• Analyses trends, creates and monitors plans and strategies to investigate and resolve incidents and problems
  
  

What We’re Looking For

The ideal candidate with 6+ years of relevant industry experience in operations (Access and Core Network). Good understanding/Knowledge on troubleshooting/ installation on Core IP network backbone. SDWAN experience will be preferred.

Excellent knowledge of Cisco IOS XR, Juniper JUNOSe

Advanced knowledge of BGP, ISIS, MPLS (L2, L3 VPN), IPSec, Traffic Engineering

Basic understanding of the architecture of the following hardware platforms; Cisco NCS, Cisco ASR and Juniper MX

Basic understanding of the architecture of the following switching platforms; Cisco 3750, 4948, etc.

Alcatel 7470, 7270 (5620SAM)

Cisco ACI, SDWAN (Versa, VeloCloud, etc.)

Basic understanding of SDH and optical technology.

Knowledge of QOS techniques.

Understanding of ARBOR Peak flow and TMS advantageous.

Good Shell, Perl or Python experience and can demonstrate writing scripts.

Skills

Network Operations Carrier ServicesBusiness IntelligenceBuilding and Managing TeamsSupervisory LeadershipNetwork Operations Standards and ProceduresNetwork Operations Diagnostics

Education

A bachelor’s or master’s degree in Information Technology, Engineering or a relevant field

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.