Senior Engineer - GCA Transmission Services

Job description

Role & responsibilities Fault resolution for service-related incidents over Transmission network. This will need live troubleshooting on Colts Transmission Circuits to resolve customer faults. • Ensure providing excellent customer support and partner coordination, including optimizing resource levels and continuous improvement of performance and process. • Working on Planned works of Customer Circuits in coordination with Field technicians and Node operation teams to resolve/test services in outage window. • Provide seamless service across teams, working closely with wider sub function teams and other GCA teams. • Work with the team/function manager team to identify and deliver positive cultural changes and efficient business. • Manage day-to-day line activities, prioritize and make impact assessments within existing processes and procedures towards achieving agreed targets/KPIs. • Build strong relationships with internal customers and other Colt teams. Preferred candidate profile 5-8 years of experience in relevant domain/team, experience in global customer-facing/ partner relationship environment. • Assurance/ Migration/ Provisioning/ Config/Fault Management/2nd level core troubleshooting experience on transmission networks, equipment & customer circuits/services and management systems. • A good understanding and proven provisioning /troubleshooting experience in some of the following technologies: Ethernet, DWDM, OTN and Packet. • Able to demonstrate a high level of capability to resolve incidents and enquiries, from a second level perspective, for all product groups. • Fluent in English (written and spoken). • In-depth knowledge of KPIs/performance metrics. • Experience in a technical role is an advantage. • Drive to achieve best in class customer service. • Ability to manage and support demanding customers looking forward to speaking to escalation manager.