Senior Engineer - GCA Transmission Services

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.