Technical Lead, Incident & Problem Management 1 Job at Gurgaon Full Time

Technical Lead, Incident & Problem Management (Transmission)

COO – Network Operations

Team Leader/Manager/Associate Sr. Manager

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

The primary function of the Lead is to carry out 2nd level troubleshooting including circuit level diagnostics, re-provisioning of circuits, configuration changes in the circuit for service related incidents for all Colt products delivered over the Transmission network with 24×7 responsibilities. Develops customer solutions to address a variety of business problems across Transmission domain. Acts a subject matter expert on multiple functional areas related to Transmission technologies and able to configure the Circuits on different vendors ,Technologies and various NMS

• Assurance (Fault resolution) and Re-provisioning / Configfor service related Circuits / incidents for Transmission network & products/services. This will need live troubleshooting on Colt’s Transmission Circuits to resolve customer/network faults
• Configuration/Testing of Circuits on COLT Network on various NMS Nortel, Marconi. Alcatel Lucent. NSN (Aspen Manager), Modular MSP (Planet Operate NMS)
• To ensure the Circuit is configured Alarm free state in the network.
• Carry out systems checks and Circuit configuration checks in XNG etc and other tools to confirm service configuration, status and presentation.
• Documentation, recording and updating Circuit details in Siebel, XNG, OHS as and when required.
• Working on Planned works of Customer Circuits with coordination of Node Tech and Node operation teams to deliver successful Customer outage window.

• Ownership for resolving Customer Circuit queries/ faults, as documented in the Work Instructions
• Working with Partners and third party service providers for the resolution of the incidents.
• Performing recovery and migration projects, including shifting of customer Circuits in the customer outage window.
• Monitoring & Tracking, reviewing the progress of an incident and keeping the customer informed
• Ensure the circuit is Reconfigured as per Engineering Guidelines, Closure, formally closing incidents
• Manage request / incident submitted by customers
• Task assignment of Trouble Tickets , Mail requests of circuit Level diagnostics and BAU task.

• Key interface with direct customer, Incident Management, NOC, OLO-Admin, field technicians, 3rd level technical support, delivery teams.

• 6-10 years of experience in relevant sectors.
• Provisioning/Assurance/Migration/Config/Fault Management/2nd level core troubleshooting experience on Colt transmission network, equipment & customer circuits/services and management systems: Marconi, ALU, Lucent, Nortel, Nokia, NSN, Siemens, Overture, Adva, Infinera, Aspen, CYAN (MMSP), Planet operate etc.
• Excellent Knowledge base on MSP (MMSP, NSN), and legacy SDH – Alcatel Lucent ADM-, Marconi SMA-, MSH-, Nortel TN-, OM- series equipment.
• A good understanding and proven provisioning /troubleshooting experience in some of the following: SDH, PDH, MSP, MMSP, ATM, Frame Relay, PCM, Carrier Ethernet, WDM, DWDM, TDM, ADM, DCS, DXC.
• Able to demonstrate a high level of capability to provisioning & resolve incidents and enquiries, from a second level perspective, for all product groups.

• Industry recognised qualification in Transmission or equivalent experience and training relevant to a Second Level engineer (formal Degree or Diploma in Engineering/Technology is must).
• Fluent in English (written and spoken).
• Able to demonstrate the developed skills needed to perform complex tasks, and the ability to find solutions in a timely manner.
• Good knowledge of MS Office products (Excel, Word, Outlook)

Example Behaviours :

http://coltdiscover/LandDPortal/Shared%20Documents/Colt%20Academy/Leadership_Zone/colt%20values%20framework/2016/Example%20Behaviours.pdf

• 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