IRM Lead Engineer
Colt Technology Services
Lisbon
há 2 dias

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-class network and communications services to information intensive 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.

  • A team made up of troubleshooting Engineers with full responsibility and quality of COLT backbone transmission networks, owning all open ring, hardware / software alarms generated on the network;
  • to resolve any issues escalated to the team and working to further improve and enhance the processes. This will involve managing the appropriate, timely level of escalation on complex, escalated and reoccurring network faults.

    Key accountabilities

  • Part of support to co-ordinates rapid response to incidents and problems, ensuring that appropriate action is taken to investigate and resolve them
  • Determines and initiates preventive measures, such as identifying and investigating suspect software and other components
  • Makes decisions and gives information and advice for incident control, in line with SLAs
  • Ensures incidents, problems and resolutions are fully documented within the relevant reporting systems and syndicated to all stakeholders
  • Monitors deviations from requirements or SLAs and takes appropriate action
  • Other accountabilities

  • Process documentation & changes
  • Innovations in improving quality of service provided
  • Conduction Audits & Handling escalations
  • Coordination & regular follow ups with different support teams to ensure Incidents are being
  • Worked on & resolved within SLA
  • Ensuring Daily Schedule of activities is followed, all emails are acknowledged
  • Liaises with internal departments for fault resolution
  • Ensure all department processes and procedures are accurate
  • Key performance indicators (financial and non-financial)

  • Maintain Repair time within agreed limits
  • Ensure preventive faults are resolved before impacting customer services
  • Prevention of failures with robust Network Health & Governance
  • Ensure effective customer communication while handling customer faults, Major incident and customer communication
  • Reduce contribution of errors leading to Major Incident
  • Role specific requirements

  • Skills & Experience
  • Working knowledge of Network Management platforms.
  • Understanding of concepts and Working / Hands-on knowledge & experience of transmission technologies (DWDM, CWDM. OTN, MSP )
  • Has a logical / methodical approach to fault finding including working on Ticketing systems
  • Working / Hands-on knowledge & experience of optical WDM & DWDM networks (Ciena, Adva, Infinera)
  • Working knowledge of Carrier Ethernet / Metro-Ethernet networks (Preferably Nokia Siemens Network MSP, Cyan, Accedian )
  • Understanding of IP principles
  • Ability to work without direct supervision, remaining highly motivated in an environment where individuals are empowered
  • Must demonstrate a strong and calm character when working to achieve results against very tight timescales
  • Ability to control complex technical situations in a calm and professional manner
  • Qualifications
  • Essential : -
  • Telecom professional with 6 to 10 years’ experience in Network Management / O&M profile in multi-vendor environment
  • Desirable : -
  • ITIL Foundation
  • Fluent in English (written and spoken).
  • Results oriented
  • Collaborative team player
  • 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
  • Colt Values

  • Our values reflect our culture and what we care about. They are part of who we are, what we stand for and how we act.
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