Senior Technical Lead, Global Customer Assurance

Job ID: 36169

Job Level: PT1 Advance

Job Location: Bangalore/Gurugram

Function: Chief Operations Office(COO)

Employment Type: Full time

Why we need this role

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 System.

What you will do

• Fault resolution for service-related proactive and reactive incidents over IP/ SDWAN network. This will need live troubleshooting on Colt’s IP Circuits to resolve customer faults.
• Answer inbound customer/partner calls via designated IVR/queues; authenticate, log incidents, and create/triage tickets with complete call notes and correct impact/severity.
• 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

• 10+ 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 & 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
• Drive to achieve best in class customer service.
• Ability to manage and support demanding customers.
• Graduate –Electronics/ Computers/ Communication or related field or related streams with relevant technology and leadership experience.
• 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.
• Industry certifications (e.g., CCNA, CCNP, etc.) in relevant areas will be a plus.