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Engineer/Sr.Engineer/Tech Lead - Incident & Problem Management (VOICE/VOIP)

Keywords / Skills : VOICE, VOIP, SIP, SONUS

1 - 9 years
Posted: 2019-08-29

Industry
ITES/BPO
Telecom
Function
IT
Role
Team Leader/ Technical Leader
Technical Support Engineer
Systems Engineer
Education
Bachelor Of Technology (BTech
BE)
Posted On
29th Aug 2019
Job Description
Role Purpose:

The primary function of the Lead is to carry out 2nd level troubleshooting including circuit level diagnostics, re-provisioning of circuits, configuration changes in the circuit, Voice backbone faults for service related incidents for all Colt products delivered over the Voice network with 24x7 responsibilities. Develops customer solutions to address a variety of business problems across voice domain. Acts a subject matter expert on multiple functional areas related to voice technologies and able to configure the Circuits on different vendors, Technologies and various NMS

Key Accountability:

• Assurance (Fault resolution) and Re-provisioning / Configuration for service related Circuits / incidents for a voice network & products/services. This will need live troubleshooting on Colt’s voice Circuits to resolve customer/network faults

• Diagnosis and troubleshooting of Voice and VoIP products and should have firm understanding of call flows, protocols and all relevant.

• Configuration/Testing of Circuits on COLT Network on various NMS of DMS, EWSD, SONUS- IMS, DSL and ATM network, IN, and Voice Product Services.

• Key interface with direct customer, NOC, field technicians, 3rd level technical support, delivery teams

• Carry out systems checks and Circuit configuration checks in Circuit Database etc. and other tools to confirm service configuration, status and presentation.

• Documentation, recording and updating Circuit details in Siebel, XNG, OHS as and when required

• Working on Planned works of Customer Circuits with coordination of Node Tech and Node operation teams to deliver successful Customer outage window.

• Able to check the call flows of customer traces and should have clear understanding of the concepts.

• Ownership for resolving Customer faults, as documented in the Work Instructions

• Working with Partners/OLO and third party service providers for the resolution of the incidents.

• Performing recovery and migration projects, including shifting of customer Circuits in the customer outage window.

• Monitoring & Tracking, reviewing the progress of an incident and keeping the customer informed

• Manage request / incident submitted by customers

• Task assignment of Trouble Tickets, Mail requests of circuit Level diagnostics and BAU task.

• Provide high quality information and responsible for the integrity of the data within the incident recording systems

• Defining process for service assurance and ensure the adherence of the process

• Bring new innovative ideas to the team for effective TRC operations

SKILLS & EXPERIENCE:

• Provisioning/Assurance/Migration/Config/Fault Management/2nd level core troubleshooting experience on Colt Voice network, equipment &

customer circuits/services and management systems: DMS, EWSD, SONUS-IMS, DSL and ATM network, IN, and Voice Product Services etc.

• Excellent Knowledge base on tools like SMARTS, XNG, APT, OHS, Siebel.

• A good understanding and proven provisioning /troubleshooting experience in some of the following: DMS, EWSD, DSL and ATM network, IN, and Voice Product Services etc


Key Skill(s)

About Company

COLT is the leading provider of data, voice and managed services to business and government customers in Europe. COLT has established a reputation for innovation and exceptional customer service. The organization has a rich heritage serving the needs of midsize and major businesses. For over 13 years, businesses have been placing their trust in COLT.

COLT has received over 40 European and local awards over the years which positively reflects on the performance of COLT's business. Including Prestigious World Communication Award for customer service, three years in the running. With the launch of its operations, the facility in India has become part of its extensive customer support base across the globe. The company provides international quality training to employees by providing them an interface with global working environment, latest in networking and other technologies.
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