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. Technical Lead, Premium Network Services (IP) Job ID: 35466 Job Level: PT1 Job Location: Gurugram / Bangalore Function: Chief Operations Office Employment Type: Permanent 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 and 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 ski