BriefCase
BriefCase

Senior Engineer, Service Delivery Job in Colt Technology Services Group Limited

Senior Engineer, Service Delivery

Colt Technology Services Group Limited 4+ weeks ago
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Job Summary
  • 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 .
Experience Required :

5 to 7 Years

Vacancy :

2 - 4 Hires

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