Incident & Problem Management Engineer/Sr Engineer

Job ID: 34866

Job Location: Bengaluru/ Gurugram
Function: Chief Operations Office (COO)
Employment Type: Permanent
Working pattern: Hybrid

Why we need this role

Network Operations and Services Engineers provide 24/7 first and second level technical support to customers globally. This may include network monitoring, fault resolution and the provision of bespoke charged solution support and management.

What you will do:

Typical tasks and responsibilities will include:

• Core RandRs.

• Delivering 24/7 operations of Colt's network infrastructure to ensure maximum service availability and performance for customers.

• Providing first and second level technical support direct to customers and vendors globally for technical services domains (Data, Transmission, Voice, Bespokes, etc.), effectively engaging the relevant internal stakeholders required to address complex faults and service requests, initiated proactively and reactively.

• Contributing to continuous improvement and delivery of excellent customer support.

• Initiating fault escalations to Team Leads where required.

• Troubleshooting faults, detecting problems, dealing with customer technical requests.

• Handling customer communication throughout fault resolution process.

• Site visits to Colt Node or customer sites for maintenance activities or resolving the faults.

• GCA.

• Providing first and second level technical support directly to customers and vendors globally for technical services domains (Data, Transmission, Voice, Bespoke, etc.), effectively engaging the relevant internal stakeholders required to address complex faults.

• Following operating procedures and accurately logging customer support incidents.

• Identifying areas for improvement and working with team leads and managers to implement changes to drive better outcomes for customers and colleagues Customer Solutions.

• Providing end-to-end technical support to designated managed solutions, working closely with the customer NOC to ensure service assurance and high-quality incident management.

• Managing the charged solutions, establishing and maintaining relationships with key stakeholders.

• Maintaining accurate documentation related to managed solutions, responsible for reporting and contributing to service optimisation initiatives.

• NOC.

• Contributing to 24/7 Network Surveillance, troubleshooting, maintenance and implementation of network security policies.

• Proactively fixing network issues to prevent incidents arising, raising tickets to initiate more complex fixing by engineering teams when required.

• Maintaining high quality records of incidents and configurations for reporting purposes.

What we’re looking for

Skills & Experience

Network Operations Standards and Procedures
Network Operations Diagnostics
Network Operating Systems
Workflow Management
Data Analysis
Service Level Management

Education