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Senior Engineer, InSenior Tech Lead, Incident and Problem Managementcident and Problem Management

Job id:  15948
Job location: 

Gurgaon, India

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure. 

The Role and Accountabilities:


To work within a team of highly skilled network engineers with 24x7 responsibilities for the operability and quality of the Colt’s Voice Networks, owning through to resolution all incidents generated from the network and implementing of all network change. The NOC will be key contributors to network quality, network availability and customer experience.


  • Participate in a 24 / 7 shift pattern.
  • Carries out preventive measures and maintenance to ensure customer service is delivered to SLA
  • Monitors performance data to proactively detect possible failures (network, computing or application)
  • Performs continuous resource status to ensure live traffic is adequately supported
  • Ensures regular and periodic system back-ups are completed to mitigate risks from a data loss
  • In case of an incident, isolates the failing section and raises requests for replacement of faulty element.
  • Liaises with key interconnect partners for resolution of network issues
  • Monitors status of open tickets and provides reports on fault resolutions internally and externally
  • Implements specific planned works in the Network
  • Major Incident handling and management
  • Manage and coordinate faults with peering and transit partners.
  • Maintain a clear and accurate record of events throughout a fault duration utilising COLT’s Siebel based Fault/Service Request Management System.
  • Manage and coordinate tasks assigned to other teams, such as Field Maintenance or TAC teams
  • Assist in the creation of major outage reports.
  • Coordinating over the phone the diagnosis and resolution of complex faults utilising various interfacing teams.
  • Ensure all department processes and procedures are accurate.
  • Liaises with internal departments for problem solution.
  • Ensure effective customer communication while handling customer faults, Major incident and customer communication.


What you will need to succeed:


  • A logical approach to fault finding and troubleshooting
  • Ability to control and co-ordinate complex technical situations in a calm and professional manner
  • Excellent knowledge of Cisco IOS, IOS XR, Juniper JUNOSe, CATOS.
  • Basic understanding of the architecture of the following hardware platforms; Cisco 2800, 7200, 7600, GSR12000, Cisco CRS-1, Juniper MX and Juniper ERX 1400.
  • Basic understanding of the architecture of the following switching platforms; Cisco 3750, 4948 and 6509’s.
  • Alcatel 7470, 7270 (5620SAM)
  • Basic understanding of SDH and optical technology.
  • Advanced knowledge of BGP.
  • Advanced knowledge of ISIS.
  • Advanced knowledge of MPLS.
  • Knowledge of QOS techniques.
  • Understanding of ARBOR Peak flow and TMS advantageous.
  • Good Shell, Perl or Python experience and can demonstrate writing scripts.
  • Operational experience with one or more of EMC SMARTS In Charge, Info Vista, ORACLE IP Service Activator.
  • Familiar with change control processes
  • Electronics & Communication Engineer (Diploma or B.E.) with 2 to 6years’ experience in Network Management / O&M profile in multi-vendor environment
  • Collaborative team player
  • Fluent in English (written and spoken).

What we offer:

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance.

Some benefit examples are:
•Flexible working and relaxed dress code
•Two days annually to spend on volunteering opportunities
•Access to a virtual business school for on-going learning
•Business mentoring
•Free drinks and fresh fruits
•public transport allowance
•option of parking slots in the city
•lunch vouchers

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