Technical Lead, Premium Network Services

Job id: 36713 Job location: 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 Title : Technical Lead, Premium Network Services Job ID: 36280 Job Level: PT1 Core Job Location: Gurugram Function: Chief Operations Office Employment Type: Full time 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. - Supports the execution of network operations and services including network surveillance, problem management, incident resolution and customer service assurance. What you will do - Provide professional customer interface and act as a Single Point of Contact. - Build and maintain working relationships with partners and vendors. - Manage and coordinate tasks assigned to other teams. - Maintain records using Colt's Remedy-based Fault Management System. - Resolve or escalate faults according to product SLAs. - Generate customer RFO/RCA reports. - Manage software upgrades with vendors and Colt teams. What we're looking for Skills & Experience Must Have: - 8-12 years of experience - Direct experience in Layer 3 services and technologies. - Excellent understanding of IP fundamentals and protocols including OSPF, ISIS, EIGRP, RIP and BGP. - Working experience implementing, diagnosing and troubleshooting IP Access, MPLS and Multicast VPN solutions. - Understanding of provisioning and maintaining IP, Ethernet and Optical services. - Excellent LAN (Ethernet) knowledge. - Experience working with providers, NOC and field operators. - Strong troubleshooting and customer-facing skills. - Fluent written and spoken English. Might Have: - CCNP, CCSP, CCNA or equivalent certifications. - Exposure to transmission technologies. - ITIL experience. - Telecoms / Computer Science degree or equivalent. 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. 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