Sr. Engineer, Service Delivery Job in Colt Technology Services Group Limited

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.

Role Profile

Role title:

Engineer/ Sr. Engineer, Service Delivery (Voice)

Colt Level:

PT2 Core/Advance

Function:

Operations & Engineering (OPE)

Reports to:

Sr. Team Leader 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-classnetwork and communications services to informationintensive 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.

Describe the main reason for this role existing at Colt and the value it adds

• Candidate will be responsible for delivering SIP service on Voice Products on both Layer 2/Layer3 in coordination with Front-end Teams / Delivery / Network Operations / Engineering / Capacity Management, In turn Provide High / Low level design against customers requests.
• Candidate should have expertise on SIP Trunking, SS7 Signalling, QOS, VoIP Codecs, IP Access (Internet), IPVPN, Various Hardware platforms (CISCO, SONUS, EWSD/DMS Switching), IPv4 and IPv6 addressing..
• Candidate will be responsible to lead complex customer projects. Candidate is expected to have technical expertise on current Colt Technology platforms and processes. The person will be responsible to lead escalations and must demonstrate Colt values at all stages.
• Support during Out of office hours requests / Planned Works from internal & external customers

Key accountabilities

Section 1 Core Tasks

• Delivering the SIP service along with having good understanding on SIP protocol.
• Handling complex solution related deliveries like SIP Trunking, Voice Line/Bespoke requests etc.
• Co-ordinate with Front-end Teams / Delivery / Network Operations / Engineering / Capacity Management for designing and smooth implementation of the customer services.
• Ensure KPI conformance as per target.
• Maintain a high quality of output and ensure completion of tasks with a target of zero errors.

Section 2 - Additional Responsibilities

• Managing escalations / issues on daily basis.
• Perform quality check and drive initiatives to improve quality.
• Leading & executing delivery projects and migration projects.
• To become SME both technically & process-wise.
• Helping team members with their daily jobs.

Key performance indicators (financial and non-financial)

• Quality Of Service
• End to End Ownership
• Customer satisfaction targets
• On Time delivery
• Lead Time
• Living Colt Values

Relationships and key contacts

• Regular interaction with following stack holders:
  • Front-end Teams, Partners & Account Executive
  • Capacity management team, Order Processing
  • Engineering, Network Operations (SA), TAC
  • Colt customers

Role specific requirements

Skills & Experience

• 4 8 years of overall experience in the telecom industry and preferably work in design & configuration in ISP environment.
• Soft Switching technologies like IMS / SIP / VoIP provisioning. Experience on TDM switching technologies like EWSD &/or Nortel DMS will be preferred.
• Advantage if having good understanding CCNA/CCNP level
• Must be highly customer focused and understand the customers service requirements
  • Excellent communication skills.
  • Excellent practical hand on experience of Cisco routers and IMS platforms.
• A good understanding of QoS functionality in IP, MPLS and Ethernet networks
• Experience on major service provider routing and switching platforms from IMS/SIP/SONUS/EWSD/DMS Switching platforms.
• Basic knowledge of how networks are provisioned and operated using various types of systems (Provisioning, Capacity/Performance Reporting, Fault Monitoring)
• Excellent written, oral and presentation skills able to articulate technical concepts into documentation.
• Excellent time management skills and ability to prioritize workload, according to SLAs and defined deadlines
• Liaise effectively with other teams where necessary
• Good hands-on experience on MS Office (Excel, Word, Visio)

Behaviours

• Team Player
• Analytical skills
• Result Oriented
• Planning & Organizing

Qualifications

• B.Tech /B.E in Electronics & communication, Electronics, Computer Science , IT or equivalent
• Cisco CCNA Voice/ CCNP- Desirable

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
• Working Hours: Will be required to work in General, EU shift timings & Out of Office Hours** (as per business requirement)
• Travel Requirements: As per Business needs. Should possess a valid Passport.

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 recognizes 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
• Pension and insurance options
• Access to a virtual business school for on-going learning