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 Profile

Role title:

Technical Lead - Service Delivery

Colt Level:

PT1 (core)

Function:

Operations & Engineering - Service Delivery

Reports to:

Senior Team Leader/ Manager (Service Delivery)

Location:

Gurugram/Bengaluru

Role purpose

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.

Engineer of Node Support & End of Life will be responsible for Planning, provisioning and configuration of IP products (e.g. MPLS L3 IPVPN, Internet Access etc.) against customer contracts.

• Support out of office hours change requests / planned work from internal external customers.
• Responsible for the E2E IP Delivery including IP configuration/service activation tasks across the COLT Network on multi-vendor platform and technologies.
• Ensures agreed processes & procedures are followed and works towards driving improvements on the same.
• Maintain a high quality of output and ensure completion of tasks to a target of zero errors.
• Customer satisfaction (C-SAT), Successful project completion on time with zero error.

Key accountabilities

• Successful Migration project completion on time with zero error.
• Technical Validation & Provisioning of standard and bespoke IP Customers.
• Configuration of standard and bespoke IP Customers.
• Should support and troubleshoot IP / MPLS & DSL related configuration issues
• Should be ready to cover Out of Office Hours support
• 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
• Maintain a high quality of output and ensure completion of tasks to a target of zero errors.
• Planning and documentation of Customer CPE as per the Bandwidth required.
• Operational Excellence (Productivity, OLA & Quality KPI)
• Customer satisfaction (C-SAT)
• Support in Databases and tool updating during BAU and migration Projects.
• To strengthen existing Quality Control mechanism, with an objective to improve Output Quality of all IP Delivery- IP Configuration tasks as per agreed targets., New Installs Failure errors should be Zero.
• Ensure to update your Quality reports on regular basis and work on improvement plans.
• Regularly refer/use process documents while working on BAU pipeline. Identify and communicate the need for updating the same.
• To strengthen the Communication between India and EU Specialist teams/Solution Architects by strengthening communication level to work on complex customer solutions, feedback captured and improvement actions driven & tracked in entire Year. Customer experience enriched by having robust process for cross selling of Colt Orders
• You should be able to identify the gaps/Improvement areas or country specific exceptions and expected to raise it in an appropriate forum after discussion with SME's along with your suggestions on how to improve/eliminate such things.
• To understand the customer requirement/bespoke solution and propose the acceptable solutions to the customer.
• To ensure that there are no SMT/BAU escalations from the countries, root cause for which lies with you in entire Year..
• If there is any escalation for you, you are expected to analyse the incident and submit a RCA report to your manager/Team lead.
• If the RCA identifies any training needs, you are expected to deliver trainings/KT sessions within Teams to close the gap.
• Implement Differentiated Customer Experience (Premium+ ; Premium and Standard)
• All IP Configuration task assigned to you \xc3\xa0 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 .
• Have to follow the check-list and amendments on regular basis.
• Creating/Sharing Reports on real-time basis with Team/Manager.
• Proposing solution to repeated quality errors to bring it to zero.

Key performance indicators (financial and non-financial)

• Maintain a high quality of output and ensure completion of tasks to a target of zero errors
• Operational Excellence (Productivity, OKR & Quality KPI). Meets all KPIs, SLAs and CPDs.
• Implement Differentiated Customer Experience (Premium+, Premium and Standard).
• If the RCA identifies any training needs, you are expected to deliver trainings/KT sessions within Teams to close the gap.

Relationships and key contacts

• Sales, Account executives, Customer Solution Team (CST), Cease Desk, Order Processing, NAO, Node, Local Order Management teams in Colt countries, Service Delivery India, Engineering and Capacity Planning, Network Operations (NOC, TAC, TRC), Systems/IT, Projects.

Role specific requirements

Skills &

Experience

• Candidate should have 8 to 10 years of good experience on Technical Validation; Provisioning of standard and bespoke Customers.
• Candidate should have CCNA/CCNP concept understanding.
• Excellent time management skills and ability to prioritize workload, according to SLA's and defined deadlines
• Experience of problem analysis and resolution
• Must be highly customer focused and understand the customer's service requirements.

Qualifications

• B-Tech /B.E in Electronics & communication, Electronics, Computer Science, IT or equivalent.
• Cisco CCNA - Mandatory; CCNP & CCIE desirable.
• Juniper Networks Certified Internet Associate (JNCIA-ER) - Level knowledge.

Others

• Be aware of Colt information security, business continuity, quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriate.
• Identify risks related to process and information security and treat/ mitigate the same as appropriate Should support IP / MPLS & DSL related issues
• Working Hours: Will be required to work in General, EU shift timings (as per business requirement)
• Travel Requirements: As per Business needs. Should possess a valid Passport.

Colt Values

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 it's 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.

Working Hours: Will be required to work in General, EU shift timings (as per business requirement)

Travel Requirements: As per Business needs. Should possess a valid Passport.

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