Technical Lead, Premium Network Services (IP)

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, Premium Network Services (IP)

Job ID: 35466

Job Level: PT1

Job Location: Gurugram / Bangalore

Function: Chief Operations Office

Employment Type: Permanent

Working pattern: Hybrid

Why We Need This Role

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

You Will

• 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.
• Proactively monitor, troubleshoot, diagnose and resolve faults across a pan European SDWAN Infrastructure and a range of 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
  
  

Join us and you will be part of a fast-growing community of like-minded experts to grow and learn alongside you in your career.

Supports the execution of network operations and services including network surveillance, problem management, incident resolution and customer service assurance.

What You Will Do

• 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’re Looking For

Skills & Experience

Must Haves

Direct experience in Layer 3 Services and Technologies, including, but not limited to the following:

Excellent understanding of IP Fundamentals and various Protocols, including OSPF, ISIS, EIGRP, RIP and BGP

Working experience with implementing, diagnosing and troubleshooting IP Access, MPLS and Multicast VPN solutions across a pan European network

Multicast Knowledge desirable

Understanding the provisioning and maintaining of IP, Ethernet and Optical services across Backbone Networks

Excellent knowledge of LAN (Ethernet) based products

Experience in working with global providers, NOC and Field operators for technical issues

A logical approach to fault finding and troubleshooting

Ability to control and co-ordinate complex technical situations in a calm and professional manner

Excellent customer facing skills, dealing with specialist requests regarding Overall Solutions and not limited to a single Technology.

Customer focused and able to communicate effectively skills with all required parties including internal/external network partners and customers

Must be able to speak & write fluent in English, second European language would be advantageous

Might Haves

Formal IT qualification: CCNP, CCSP, CCNA, etc.

Exposure to vendor specific Transmission training and technologies

Experience with ITIL

Telecoms / Computer science degree or equivalent

Skills

Network Operating Systems

Workflow Management

Data Analysis

Service Level Management

Network Operations Standards and Procedures

Network Operations Diagnostics

Education

A bachelor’s or master’s degree in Business, IT, Computer Science, Telecommunications 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.