Senior Engineer, Service Delivery

Role title:

Senior Engineer - Service Delivery (IP Configuration)

Colt Level:

PT2 Advance

Function:

Operations & Engineering - Service Delivery - IP & Next Gen IP Delivery

Reports to:

Senior Team Leader / Manager, IP Delivery (Service Delivery)

Location:

Gurgaon

Role purpose

At Colt we are changing the perception of our business and industry sector. As part of this transformation we are growing new services and teams to facilitate and drive the business to the next level.

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.

• Responsible for provisioning and configuration of IP products (e.g. MPLS L3 IPVPN, Internet Access etc.) against customer contracts.
• Support out of office hours change requests / planned work from internal external customers.
• Responsible for the E2E IP Delivery including IP configuration/service activation tasks across the COLT Network on multi-vendor platform and technologies.
• Ensures agreed processes & procedures are followed and works towards driving improvements on the same.
• Maintain a high quality of output and ensure completion of tasks to a target of zero errors.
• Customer satisfaction (C-SAT), Successful project completion on time with zero error.

Key accountabilities

• Having 5 to 7 Years of good experience.
• Technical Validation & Provisioning of standard and bespoke IP Customers.
• Configuration of standard and bespoke IP Customers.
• Should support and troubleshoot IP / MPLS & DSL related configuration issues
• Should be ready to cover Out of Office Hours support
• Real time closure of Order Handling System & XTRAC (workflow tools) tasks
• Maintain a high quality of output and ensure completion of tasks to a target of zero errors
• Maintain a high quality of output and ensure completion of tasks to a target of zero errors.
• Planning and documentation of Customer CPE as per the Bandwidth required.
• Operational Excellence (Productivity, OLA & Quality KPI)
• Customer satisfaction (C-SAT)
• Successful project completion on time with zero error.
• Support in Databases and tool updating during BAU and migration Projects.
• To strengthen existing Quality Control mechanism, with an objective to improve “Output Quality” of all IP Delivery- IP Configuration tasks as per agreed targets., “New Installs Failure” errors should be Zero.
• Ensure to update your Quality reports on regular basis and work on improvement plans.
• Regularly refer/use process documents while working on BAU pipeline. Identify and communicate the need for updating the same.
• To strengthen the Communication between India and EU Specialist teams/Solution Architects by strengthening communication level to work on complex customer solutions, feedback captured and improvement actions driven & tracked in entire Year. Customer experience enriched by having robust process for cross selling of Colt Orders
• You should be able to identify the gaps/Improvement areas or country specific exceptions and expected to raise it in an appropriate forum after discussion with SME’s along with your suggestions on how to improve/eliminate such things.
• To understand the customer requirement/bespoke solution and propose the acceptable solutions to the customer.
• To ensure that there are no SMT/BAU escalations from the countries, root cause for which lies with you in entire Year..
• If there is any escalation for you, you are expected to analyse the incident and submit a RCA report to your manager/Team lead.
• If the RCA identifies any training needs, you are expected to deliver trainings/KT sessions within Teams to close the gap.
• Implement Differentiated Customer Experience (Premium+ ; Premium and Standard)
• All IP Configuration task assigned to you  Quality percentage will be identified by pro-active SME Check Report and reactive quality by counting the escalations received from EU / Mail Log/India downstream teams .

Key performance indicators (financial and non-financial)

• Maintain a high quality of output and ensure completion of tasks to a target of zero errors
• Operational Excellence (Productivity, OKR & Quality KPI). Meets all KPIs, SLAs and CPDs.
• Implement Differentiated Customer Experience (Premium+, Premium and Standard).
• If the RCA identifies any training needs, you are expected to deliver trainings/KT sessions within Teams to close the gap.

Relationships and key contacts

• Sales, Account executives, Customer Solution Team (CST), Cease Desk, Order Processing, Local Order Management teams in Colt countries, Service Delivery India, Engineering and Capacity Planning, Network Operations (NOC, TAC, TRC), Systems/IT, Projects.

Role specific requirements

Skills & Experience

• Candidate should have 5 to 7 years of good experience on Technical Validation; Provisioning of standard and bespoke Customers.
• Candidate should have CCNA/CCNP concept understanding.
• Excellent time management skills and ability to prioritise workload, according to SLA’s and defined deadlines
• Experience of problem analysis and resolution
• Must be highly customer focused and understand the customer’s service requirements.
  

Qualifications

• B-Tech /B.E in Electronics & communication, Electronics, Computer Science, IT or equivalent.
• Cisco CCNA - Mandatory; CCNP & CCIE desirable.
• Juniper Networks Certified Internet Associate (JNCIA-ER) - Level knowledge.
  

Colt Values & Behaviour

Customer first

Behaviour: Care Professional Keep it simple

We put the customer at the centre of everything we do

Accountability

Behaviour: Transparency Ownership Initiative

We are responsible to deliver to our commitments

Transformational

Behaviour: Resilience Challenge Risk Appetite

We embrace the need for Colt to change the way we do things in order to grow

Outcome focused

Behaviour: Vision Collaboration Reflection

We focus on the end result we want to achieve at Colt, while engaging others to do so

Others

• 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 Should support IP / MPLS & DSL related issues
• Working Hours: Will be required to work in General, EU shift timings & OOH ** (as per business requirement)
• Travel Requirements: As per Business needs. Should possess a valid Passport.