Network Operations & Services Engineer

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. 

Short Description

Job Level: PT1 Core
Job Location: Gurugram 
Function:Chief Operations Office
Employment Type:  Full time
Working pattern: Hybrid

Why we need this role

The primary purpose of this role is to  work within a team of highly experienced customer supporting engineers, with responsibility for resolving customer faults and problems occurring on Colt’s IP and SDN products and services. This includes end-to-end ownership, co-ordination and management of tasks assigned to other teams and network partners.

You will:

Proactively monitor, troubleshoot, diagnose and resolve faults across a pan European MPLS Infrastructure and a range of IP services according to product SLAs, up to 2nd Level Support.
Proactively monitor, troubleshoot, diagnose and resolve faults across a pan European SDWAN Infrastructure and a range of services according to product SLAs, up to 2nd Level Support.
Knowledge or experience with interfacing into Optical and Ethernet-based Networks would be advantageous
Participate in a 24/7 shift pattern
Have full knowledge of customers bespoke networks and services
Join us and you will be part of a fast-growing community of like-minded experts to grow and learn alongside you in your career.

Supports the execution of network operations and services including network surveillance, problem management, incident resolution and customer service assurance.

What you will do

Proactively monitor, troubleshoot, diagnose and resolve faults across a pan European MPLS Infrastructure and a range of IP services according to product SLAs, up to 2nd Level Support.
Knowledge or experience with interfacing into Optical and Ethernet-based Networks would be advantageous
Participate in a 24/7 shift pattern
Have full knowledge of customers bespoke networks and services
Providing a professional interface to customers, acting as a Single Point of Contact for all their issues.
Build and maintain working relationships with key interconnect partners and vendors
Manage and coordinate tasks assigned to other teams, such as Field Maintenance or Technical Assistance Centre
Maintain a clear and accurate record of events throughout a fault duration utilising Colt’s Remedy based Fault Management System and provide regular updates as and when required
Resolve or escalate faults as appropriate, according to product SLAs
Technical report generation for customer RFO/RCA requests
Technically manage software upgrades in co-ordination with vendor and Colt teams involved

What we're looking for

Skills & Experience                                                 

Must haves:

Direct experience in Layer 3 Services and Technologies, including, but not limited to the following:
Excellent understanding of IP Fundamentals and various Protocols, including OSPF, ISIS, EIGRP, RIP and BGP
Working experience with implementing, diagnosing and troubleshooting IP Access, MPLS and Multicast VPN solutions across a pan European network
Multicast Knowledge desirable
Understanding the provisioning and maintaining of IP, Ethernet and Optical services across Backbone Networks
Excellent knowledge of LAN (Ethernet) based products
Experience in working with global providers, NOC and Field operators for technical issues
A logical approach to fault finding and troubleshooting
Ability to control and co-ordinate complex technical situations in a calm and professional manner
Excellent customer facing skills, dealing with specialist requests regarding Overall Solutions and not limited to a single Technology.
Customer focused and able to communicate effectively skills with all required parties including internal/external network partners and customers
Must be able to speak & write fluent in English, second European language would be advantageous

Might haves:

Formal IT qualification: CCNP, CCSP, CCNA, etc.
Exposure to vendor specific Transmission training and technologies
Experience with ITIL
Telecoms / Computer science degree or equivalent

What we offer you:

Looking to make a mark?

At Colt, you’ll make a difference. Because around here, we empower people. We don’t tell you what to do.

Instead, we employ people we trust, who come together across the globe to create intelligent solutions.

Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want.

We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses, and ideas. We want you to help us change the world, for the better.

Diversity and inclusion

• Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you’ll be encouraged to be yourself because 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.

Most recently we have:

• Signed the UN Women Empowerment Principles which guide our Gender Action Plan
• Trained 60 (and growing) Colties to be Mental Health First Aiders
• 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, visit our DEI pages.

Benefits

Our benefits support you through all parts of life, for both physical and mental health.

• Flexible working hours and the option to work from home.
• Extensive induction program with experienced mentors and buddies.
• Opportunities for further development and educational opportunities.
• Global Family Leave Policy.
• Employee Assistance Program.
• Internal inclusion & diversity employee networks.

A global network

• When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring – take a look at ‘Our People’ site including our Empowered Women in Tech.