Job Description

Note: This job profile may include more than one business title job description. See below for each job descriptions listed out by •Business Title. Keep only the job description details required for job requisitions.



• Carrier Relationship Technician



Role Summary:



Carrier Relationship Technician is the position that interacts with our external providers when comes to Incident, Request and Problem Management. Driving cases toward resolution and performing escalations. Maintaining the escalation contacts into the supplier database.



Job Scope/Supervision:



Service Desk, Enterprise Operations Centre, Network Operations Centre, Carrier Management, Service Delivery.

Reports to Senior Manager, Supplier Management



Duties and Responsibilities:



• Liaise with GTT's local tail suppliers (OLO) and build strong relationships.



• Raise tickets with suppliers (OLO) and ensure regular updates and feedback via the telephone, email web portal and internal ticket.



• Manage OLO-related customer faults and ensure they are resolved within SLAs.



• Perform and interpret results of basic technical operations (ping tests, loops, etc) to confirm OLO and service status.



• Ensure appropriate processes are followed and associated documentation updated.



• Clearly communicate incident progress to customers throughout life cycle until final resolution.



• Work with internal operations and regional support organizations in order to resolve customer issues speedily.



• Escalate effectively and according to documented processes both internally and externally to ensure prompt resolution of incidents.



• Provide documentation and reports to customers and senior management on incident progress and resolution.



documentation are regularly reviewed and updated to meet the highest standards



• Audit Supplier (OLO) contact and escalation details regularly and ensure that all pertinent systems are updated promptly.



• Report security incidents to the appropriate operations functions on detection.



• Comply to GTT Security Management controls, security policies and report security incidents to line manage



• OCC Planned Works Administrator



Role Summary:



The Planned Work Administrators responsibilities are to record, review and validate all Planned Work requests that may impact the GTT network and customer base which have been submitted via third party or internally. These activities are critical to planning, controlling, communicating, measuring and implementing all planned works performed by GTT or 3rd parties.



Duties and Responsibilities:



The OCC Planned Works Administrator will log, validate and, in some cases analyse, all Planned works submitted to the GTT Operations Change Control Team.



In addition, the OCC Planned Works Administrator will work with OCC management and contribute to the following areas:



• Facilitate the approval process through the OCC Board Chairman or delegate



• Coordination of Planned Works with internal suppliers and supporting engineers



• Daily, Weekly & Monthly reporting of all Planned Works submitted with status



• OCC Planned Works Coordinator



Role Summary:



Operations Change Control - Responsible for recording, reviewing, analysing, coordinating and authorizing planned works.



Purpose of the role:



The Planned Work Coordinators responsibility is to perform technical analysis on all Planned Works that impact the GTT network and customer base submitted through a third party or internally. Through analysis and interrogation of affected Elements of Planned Works, and based on severity of impact, a complete and accurate list of impacted services is to be created within company defined SLA to ensure that the integrity of the network and high availability service offering is always maintained.



Duties and Responsibilities:



The OCC Planned Works Coordinator will analyse and interrogate all Planned works submitted to the GTT Global Planned Works team.



In addition, the OCC Planned Works Coordinator engineer will work with OCC management and contribute in the following areas:



• Analyse all Planned Works through MOP interrogation and understanding of affected network elements or systems to identify risk severity of works being carried out



• Identify all impacted services of Planned Works through available systems and tools and present within agreed SLA for notification



• Ensure the integrity of the network is always maintained through appropriate scheduling of works and collision analysis



• Facilitate the approval process through the OCC Board Chairman or delegate



• Coordination of Planned Works with internal suppliers and supporting engineers



• Daily, Weekly & Monthly reporting of all Planned Works submitted with current status



• Tier 1 Engineer



Role Summary:



The Service Desk & Tier 1 Engineer will provide first line technical support to GTT's customers across an international base. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, diagnosis and resolution/fulfilment of customer incidents/requests, which may range from straightforward to more complex technical requirements. There is also a range of administration duties within this role.



Job Scope/Supervision:



Interacts daily with NMC, Tier 1,5, Tier 2, Tier 3, Carrier Management.

Reports to Manager, Service Assurance



Duties and Responsibilities:



• Logging all relevant incident/service request details, allocating categorization and prioritization codes.



• Providing first-line investigation and diagnosis using approved tools, systems, and procedures.



• Resolving/fulfilling incidents/service requests that are in scope.



• Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions.



• Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site.



• Following-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.



• Managerial Escalations - escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).



• Keeping customers informed of progress.



• Owning incidents/requests from ticket creation to resolution/fulfilment/closure.



• Closing all resolved/fulfilled incidents/requests and other queries.



• Communication with customers - keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.



• Ensure the Configuration Management System (CMS) is maintained/updated.



• Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.



• Ensure communication always is clear, concise, meaningful, professional and efficient.



• Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve.



• Identify need for Problem Management for reoccurring Incidents/Events.



• Understanding of and familiarity with Customers' services and solutions.



• Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).



• Actively participate as required in meetings (customer, 3rd party, internal).



• Conducting customer satisfaction call backs/surveys as agreed.



• Coach/guide Junior staff and new starters.



• Act as delegate for Senior staff.



• Act as technical escalation gate for Junior staff.



• Higher First Line Fix/Right First Time than Junior staff.



• Network Analyst



Role Summary:



The Network Analyst will communicate via phone, email and in system notes with the client and internal stakeholders. Working knowledge of Windows operating systems is expected, with Linux or Unix a plus.



Duties and Responsibilities:



Efficiently and accurately manages inbound calls from all GTT customers



Provide the highest standards of Customer Service on all inbound calls



Escalate, for higher level support, to Tier II and Management.



Document all voice and data service issues reported on inbound calls



Operate in multiple systems and databases as required.



Works with internal peer teams to assist with customer trouble resolution.



Proactive learning of next-level technical duties and customer services.



Required Experience/Qualifications:



High School Diploma/GED AND



1+ or more years of relevant job experience.



Relevant job experience is described as a technical support role (i.e.: NOC, IT Helpdesk, or Service Desk)



Excellent communication skills (verbal and written)



Logical problem analysis skills



Use initiative and take ownership



Ability to multitask, prioritize and work in a pressured and sometimes stressful environment



Must be adaptable and flexible in dealing with a variety of people



Achieve certification and maintain required training levels



Must be a positive team player willing to contribute



Ability to work on rotating shifts and/or on-call rotations



Experience with network monitoring software is a plus.



Relevant job experience is described as a technical support role (i.e.: NOC, IT Helpdesk, or Service Desk)



Knowledge of core TCP/IP networking skills, routing, and switching (Juniper/Cisco)



Previous experience of working in an SLA-driven operation environment (ideally ISP based) is preferred.



Good understanding of IP and/or Optical networks including IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANs, Ethernet, DWDM, SDH, Dark Fiber, DNS, SNMP, and IPSec



Experience of shift work 24x7x365



• Tier II Voice Engineer



Role Summary:



The Network Management Centre (NMC) manages and maintains GTT's pan-European network 24x7. As a highly intelligent and efficient break/fix organization, with a strong focus on consistency and process, it works with other parts of GTT to deliver a world-class customer experience.



Job Scope/Supervision:



Service Desk, Tier 3 Voice (TSS), Incident and Problem Management



Duties and Responsibilities:



Provide proactive fault resolution support for Voice/ VoIP cases or when the Service Desk/ NOC front line team is unable to resolve a customer and/or network fault or where a fault has been escalated according to SLA requirements.



• Use network tools to monitor core network and customer services.



• Proactively initiate incident management process.



• Perform diagnostics on all Voice network and customer faults.



• Generate action plans to troubleshoot all Voice network and customer faults.



• Track the incident management of proactive and reactive issues through the Trouble Ticket system.



• Management and Technical escalation of Trouble Tickets in line with the process.



• Coordinate NOC activities with local Field Operations and Vendor/Supplier representatives to diagnose and fix faults across a pan-European network



• Liaise with customer representatives to progress fault resolution.



• Support local Field operations with maintenance activities.



• Works in the NOC on a 24x7 shift rota.



• Reporting security incidents to the appropriate operations functions on detection.



• Comply with GTT Security Management controls, and security policies and report security incidents to the line manager



• Physical Security Monitoring.