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Job ID: 36169 Job Level: PT1 Advance Job Location: Bangalore/Gurugram Function: Chief Operations Office(COO) Employment Type: Full time **Why we need this role** The primary function of role is to carry out 2nd level troubleshooting including circuit level diagnostics, re-provisioning of circuits, configuration changes to resolve customer issues/faults for all Colt products delivered over the Colt IP/ SDWAN network with participation in 24x7 shift roster. Develop customer solutions to address a variety of business problems across IP/SDWAN domain. Acts a point of contact on multiple functional areas related to IP technologies and able to configure the Circuits on different vendor equipment, Technologies and various Network Management System. **What You Will Do** - Fault resolution for service-related proactive and reactive incidents over IP/ SDWAN network. This will need live troubleshooting on Colt’s IP Circuits to resolve customer faults. - Answer inbound customer/partner calls via designated IVR/queues; authenticate, log incidents, and create/triage tickets with complete call notes and correct impact/severity. - Ensure providing excellent customer support and partner coordination, including optimizing resource levels and continuous improvement of performance and process. - Working on Planned activities of Customer Circuits in coordination with Field technicians and Node operation teams to resolve/test services in outage window. - Provide seamless service across team, working closely with wider sub function team and other GCA teams. - Work with the team/function manager team to identify and deliver positive cultural change 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. **What We’re Looking For** - 10+ years of experience in relevant domain/team, experience in global customer-facing/ partner relationship environment. - Assurance/ Migration/ Provisioning/ Configuration /Fault Management/2nd level core troubleshooting experience on IP/ SDWAN network, equipment & customer circuits/services and management systems. - A good understanding and proven provisioning /troubleshooting experience in the following technologies: IPVPN, Internet Services over Tier-1 ISP network and SDWAN services. - Experience on Nokia/ ALU, Juniper and Cisco vendor equipment is preferred. - Advanced knowledge of BGP, ISIS, MPLS (L2, L3 VPN), IPSec, Traffic Engineering - SDWAN (Versa, Fortinet, etc.) - 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 - Drive to achieve best in class customer service. - Ability to manage and support demanding customers. - Graduate –Electronics/ Computers/ Communication or related field or related streams with relevant technology and leadership experience. - Industry certifications (e.g., CCNA, CCNP, etc.) in relevant areas will be a plus. - Graduate –Electronics/ Computers/ Communication or related field or related streams with relevant technology and leadership experience. - Industry certifications (e.g., CCNA, CCNP, etc.) in relevant areas will be a plus.