Job Description
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.Role Purpose And Key Accountabilities
- Proactively monitor, troubleshoot, diagnose and resolve faults across a pan European Ethernet and optical Infrastructure and a range of TX services according to product SLAs, up to 3rd 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
- Identify, Plan and Implement solutions for re-occurring Problems on IP and Ethernet Networks.
- Technical report generation for customer RFO/RCA requests
- Technically manage software upgrades in co-ordination with vendor and Colt teams involved
Essential Requirements
Direct experience in Transmission Services and Technologies, including, but not limited to the following:
- Good understanding and proven troubleshooting experience in some of the following: MSP, PCM, Ethernet, WDM, DWDM, TDM, ADM, DCS, DXC, SDH, PDH
- Proven working experience with some of the following vendors and their associated transmission equipment and management systems: Marconi, ALU, Lucent, Nortel, Nokia, NSN, Siemens, Overture, Adva, Infinera, Aspen, Netcool, Smarts, Ciena, Accedian
- Understanding the provisioning and maintaining of IP, Ethernet and Optical services across Backbone Networks
- Excellent knowledge of LAN (Ethernet) based products
- Experience of one or more of the following Network Management and Support systems: Netcool, SMARTS, CiscoWorks, InfoVista, TACACS, Vendor Specific Element Managers.
- 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
- Fluent in English + German is mandatory
- Experience of diagnosing and troubleshooting IP Access, MPLS and VPN solutions across a pan European network is desirable
- Formal IT qualification: CCNA, etc.
- Exposure to Juniper equipment and technologies
- Experience with ITIL
Flexible First policy: flexibility in where people workView More