- 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.

- 6 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

The job is for:

Women candidates preferred