Technical Lead, Global Customer Assurance

Short Description

Job Summary

Job Description

Typical tasks and responsibilities will include:

• Core RandRs.

• Providing specialist network operations expertise to ensure the smooth running of Colt's network , ensuring that services are delivered within agreed SLAs

• Training Network Operations and Services team members on best practice solutions to complex technical issues.

• Acting as a point of escalation for first and second level technical support engineers to solve larger incidents and handling service requests.

• Providing technical resolution on complex faults, repeated, critical care customer-raised faults (reactive or proactive across Technical domains in Tx, Data, Voice, or complex Bespoke).Supporting Problem management to prevent major incidents arising.

• Providing dedicated technical resolution support to elite accounts and focused care customers.

• Customer Solutions.

• Delivering paid, cross chargeable customer services.

• Providing technical expertise to resolve more complex escalated faults for bespoke solutions, triaging to 3rd level support if required.

• Working closely with Customer Solutions team members and service contract managers to deliver high-quality incident management in line with SLAs.

• NOC.

• Providing deep expertise in 24/7 Network Surveillance, troubleshooting, maintenance and implementation of network security policies.

• Proactive fixing in order to prevent incidents arising, providing engineering expertise to solve complex incidents.

• Works closely with Problem Manager to proactively identify and mitigate against incidents arising, ensuring mitigation against potential business and customer impact.

Skills

Education