Technical Lead, Global Customer Assurance

Short Description

Provides specialist expertise to enable the execution of network operations and services including network surveillance, problem management, incident resolution and customer service assurance.

Job Summary

Network Operations and Services Specialists provide 24/7 second level technical service, operational expertise and guidance to contribute to the resolution of complex issues and necessary critical care for faults

Job Description

Typical tasks and responsibilities will include:

• Core RandRs.

• Providing specialist network operations expertise to ensure the smooth running of Colt's network , ensuring that services are delivered within agreed SLAs

• Training Network Operations and Services team members on best practice solutions to complex technical issues.

• Acting as a point of escalation for first and second level technical support engineers to solve larger incidents and handling service requests.

GCA.

• Providing technical resolution on complex faults, repeated, critical care customer-raised faults (reactive or proactive across Technical domains in Tx, Data, Voice, or complex Bespoke).Supporting Problem management to prevent major incidents arising.

• Providing dedicated technical resolution support to elite accounts and focused care customers.

• Customer Solutions.

• Delivering paid, cross chargeable customer services.

• Providing technical expertise to resolve more complex escalated faults for bespoke solutions, triaging to 3rd level support if required.

• Working closely with Customer Solutions team members and service contract managers to deliver high-quality incident management in line with SLAs.

• NOC.

• Providing deep expertise in 24/7 Network Surveillance, troubleshooting, maintenance and implementation of network security policies.

• Proactive fixing in order to prevent incidents arising, providing engineering expertise to solve complex incidents.

• Works closely with Problem Manager to proactively identify and mitigate against incidents arising, ensuring mitigation against potential business and customer impact.

Skills

Education