Key Accountabilities: Proactively monitor, troubleshoot, diagnose, and resolve faults across a pan-European Ethernet and optical infrastructure and a range of TX services according to product SLAs, up to 3rd 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 utilizing 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.Identify, Plan, and Implement solutions for reoccurring Problems on IP and Ethernet Networks.Technical report generation for customer RFO/RCA requests.Technically manage software upgrades in coordination with vendor and Colt teams involved.Essential Requirements: Direct experience in Transmission Services and Technologies, including, but not limited to the following:Good understanding and proven troubleshooting experience in some of the following: MSP, PCM, Ethernet, WDM, DWDM, TDM, ADM, DCS, DXC, SDH, PDH.Proven working experience with some of the following vendors and their associated transmission equipment and management systems: Marconi, ALU, Lucent, Nortel, Nokia, NSN, Siemens, Overture, Adva, Infinera, Aspen, Netcool, Smarts, Ciena, Accedian.Understanding the provisioning and maintaining of IP, Ethernet, and Optical services across Backbone Networks.Excellent knowledge of LAN (Ethernet) based products.Experience of one or more of the following Network Management and Support systems: Netcool, SMARTS, CiscoWorks, InfoVista, TACACS, Vendor Specific Element Managers.Experience in working with global providers, NOC, and Field operators for technical issues.Skills/Qualifications: A logical approach to fault finding and troubleshooting.Ability to control and coordinate 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 with all required parties including internal/external network partners and customers.Fluent in English + 2nd European Language is an advantage.What we offer: Colt is a growing business that is investing in its people. We offer skill development, learning pathways, and accreditation to help our people perform at their best, regardless of role and location.The company supports diversity and inclusion in the workplace and has signed Diversity Charter.In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff.Colt recognizes the importance of a work-life balance.Some benefit examples are:Relaxed dress code.Two days annually to spend on volunteering opportunities.39 hours working week and additional days off as per Colt's own collective bargaining agreement.Benefit package that includes life insurance, private health insurance, and a pension plan. In addition, a flexible benefits scheme.Lunch vouchers or childcare vouchers.Access to a virtual business school for ongoing learning.Business mentoring.International environment with employees from more than 35 different nationalities.
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