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.

Analyst, Technical Administration (IP - Service Delivery)

Job Level

PT2 Core

Reporting to

Sr. Team Leader, IP Delivery (Service Delivery)

Function

Operations & Engineering - Service Delivery -IP & Next Gen IP Delivery

Primary job location

Gurgaon

Role purpose and key accountabilities

At Colt we are changing the perception of our business and industry sector. As part of this transformation we are growing new services and teams to facilitate and drive the business to the next level.

Colt provides world-class network and communications services to information-intensive businesses across Europe, Asia, and North America. With local market understanding and global reach - Colt is big enough to deliver and small enough to care.

• Technical Validation & Provisioning of standard and bespoke IPVPN/IPACCESS Customers.
• APT provisioning for customer performance reporting. Allocating and managing Public & Private IPV4 & IPV6 address space for customers/DCN networks.
• Support in modifying APT, updating database like Siebel/OHS, APT and pre and post audit during migration projects.
• Build and maintain strong and effective working relationship with various functions/teams across all regions to ensure timely delivery of customer orders and services. Co-ordinate with rapid response to issues & escalations, ensuring that appropriate action is taken to investigate and resolve them.
• Drive Focus Group actions and Kaizen CSI initiatives towards Quality Improvement, Revenue Leakage, Customer Experience, Capex/Opex saving, Productivity improvement and strengthening the team engagement.
• Experience on Cisco/Juniper and Alcatel Devices.
• Demonstrate and drive Colt values.
• Supporting customer trouble tickets related to performance reporting.
• Support Change Requests for Internal & External Customers.
• Support on various Migration Projects.
• Having 3 to 5 Years of relevant Experience.
• Supporting customer trouble tickets related to performance reporting.
• Real time closure of Order Handling System & XTRAC (workflow tools) tasks
• Maintain a high quality of output and ensure completion of tasks to a target of zero errors.
• Should be ready to cover Out of Office Hours support.
• Strengthen existing Quality Control mechanism & ensure to update Quality Reports on regular basis and work on improvement plans. SME quality checks should be performed on real time and consistent basis.
• If there is any escalation, you are expected to analyse the incident and submit an RCA report to Team Lead/Manager on priority.
• Implement Differentiated Customer Experience (Premium Plus, CGN, Premium and Standard)
• Quality percentage will be identified by pro-active SME Check Report and reactive quality by counting the escalations received from EU / Mail Log/India Downstream Teams.
• Must follow the checklist on regular basis
• Creating/Sharing Reports on real-time basis with Team/Manager.
• Proposing solution to repeated quality errors to bring it to zero

Essential requirements [skills, experience, qualifications]

Sub Section 1

The ideal candidate should have at least 3 to 5 years of relevant industry experience.

Understand the project lifecycle (Support UAT/ORT, project calls etc.)

Strong MS office skills and capability to pick up new systems and tools easily.

Drive efficiency improvement (KPI\'s, Quality, OLA) & manage Fixed cost.

Work towards driving better NES score

Technical validation & provisioning of standard/bespoke services for IP products.

APT provisioning for customer performance reporting. Allocating and managing Public & Private IPV4 & IPV6 address space for customers/DCN networks.

Timely updation of Process documents inline to ISO parameters.

Should be ready to cover Out of Office Hours support.

Implement Differentiated Customer Experience (Premium+, Premium and Standard)

Drive improvement and automation projects under KAIZEN CSI initiatives.

Support on License Management process and drive improvements.

Supporting strategic initiatives as per agreed business plan.

Desirable [skills, experience, qualifications]

• The ideal candidate will have at least 3 to 5 years of relevant industry experience.
• Should have a very good knowledge of telecom products, services, and processes.
• Excellent written and verbal communication skills.
• Candidate should have good CCNA level understanding specially of OSI, IP address and Subnet masks
• Excellent team player and ability to build effective internal and external relationships.
• Ability to work under pressure, meeting multiple deadlines and able to handle and resolve multiple issues.
• Good knowledge of the Microsoft Office (MS-Word, Excel & PowerPoint)
• Liaise effectively with different stakeholders where necessary.

Qualifications

• Graduate/Post Graduate Degree from recognised university.
• Good knowledge of IP subnetting.
• Cisco CCNA certification
• Excellent communication
• Good understanding of customer SLA\'s

Behaviours

• Customer First - You put the customer at the centre of everything you do (You Care, are Professional and you Keep it simple)
• Accountability - You are responsible to deliver to our commitments (You are transparent, you take ownership and demonstrate initiative)
• Transformational - You embrace the need for Colt to change the way we do things to grow (You are resilient, you challenge and have an appetite for Risk)
• Outcome Focused - You focus on the result we want to achieve, while engaging others to do so demonstrating high levels of collaboration, vision and reflection.

About Colt

At Colt, we provide world-class network and voice connectivity across Europe, Asia and North America\'s largest business hubs. We\'ve been specialists in our field for nearly three decades - and we\'ve won awards for being a technology innovator and pioneer. We go above and beyond to deliver extraordinary connections to help our customers succeed, and we have the industry leading net promoter score (NPS) to prove it.

What is it like working with us?

As well as our competitive salaries and incentive plans, we have lots of flexible benefits and local rewards packages. We also know that a work life balance is important, and our people say it\'s one of the great advantages of working at Colt.

Inclusion is at the heart of our culture here at Colt. From day one, you\'ll be encouraged to be yourself as 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.

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 and activities, please click .

Our values

We live by our Colt values every day, whether we\'re launching new projects or solving problems together. Our values represent how we behave and are integral to our culture.

We know people matter

Whether it\'s a customer, a partner or an employee, we build relationships based on trust, honesty, respect and integrity. We value diversity and strive to be more inclusive so everyone has the freedom to speak up, be heard and thrive.

We always find a better way

By staying one step ahead we empower our customers to succeed through the power of connectivity. We\'re swift to adapt and take responsibility for the promises we make.

We win together

We believe in the power of many and stand shoulder to shoulder with customers, partners and colleagues collaborating on ideas, sharing risks and recognition among all. When we make a decision we understand its impact, and rally behind the decision to make it a success.

We can change the world

We want to make the world a better place. Better connected, more sustainable, fairer for all. We use what we have - passion, technology and connectivity - to create good.

Visit to find out more.

What we offer:

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognizes the importance of a work life balance.

Some benefit examples are:

• Flexible working and relaxed dress code
• Two days annually to spend on volunteering opportunities
• Access to Online-learning Platform
• Business mentoring
• option of parking slots in the Colt Campus
• lunch vouchers

Colt Technology Services Group