Senior Technical Lead, Global Customer Assurance (Data)

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.
Senior Technical Lead, Global Customer Assurance (Data)
Job ID: 35401
Job Level: PT1 Core/Advance
Job Location: Bangalore/Gurgaon
Function:
Chief Operations Office (COO)
Employment Type: Permanent
Why we need this role:
At Colt we
are changing the perception of our business and industry sector through power of connectivity. As part of this transformation we are growing new services and teams to facilitate and drive the business to the next level.
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 incidents over IP/ SDWAN network. This will need live troubleshooting on Colt 's IP Circuits to resolve customer faults.
:
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.
What we 're looking for:
:
8 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 and 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
:
Formal or informal coaching and mentoring of team
:
Drive to achieve best in class customer service.
:
Ability to manage and support demanding customers.
:
Industry certifications (e.g., CCNA, CCNP, etc.) in relevant areas will be a plus
:
Graduate :Electronics/ Computers/ Communication or related field or related streams with relevant technology and leadership experience.
Education
A bachelor 's or master 's degree in Business, IT, Computer Science, Telecommunications or a relevant fieldWhat 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 th
Job Type: Permanent