Role Summary:
Carrier Relationship Technician is the position that interacts with our external providers when comes to Incident, Request and Problem Management. Driving cases toward resolution and performing escalations. Maintaining the escalation contacts into the supplier database.
Job Scope/Supervision:
Service Desk, Enterprise Operations Centre, Network Operations Centre, Carrier Management, Service Delivery.
Reports to Senior Manager, Supplier Management
Duties and Responsibilities:
Liaise with GTT’s local tail suppliers (OLO) and build strong relationships.
Raise tickets with suppliers (OLO) and ensure regular updates and feedback via the telephone, email web portal and internal ticket.
Manage OLO-related customer faults and ensure they are resolved within SLAs.
Perform and interpret results of basic technical operations (ping tests, loops, etc) to confirm OLO and service status.
Ensure appropriate processes are followed and associated documentation updated.
Clearly communicate incident progress to customers throughout life cycle until final resolution.
Work with internal operations and regional support organizations in order to resolve customer issues speedily.
Escalate effectively and according to documented processes both internally and externally to ensure prompt resolution of incidents.
Provide documentation and reports to customers and senior management on incident progress and resolution.
documentation are regularly reviewed and updated to meet the highest standards
Audit Supplier (OLO) contact and escalation details regularly and ensure that all pertinent systems are updated promptly.
Report security incidents to the appropriate operations functions on detection.
Comply to GTT Security Management controls, security policies and report security incidents to line manage
Role Summary:
The Planned Work Administrators responsibilities are to record, review and validate all Planned Work requests that may impact the GTT network and customer base which have been submitted via third party or internally. These activities are critical to planning, controlling, communicating, measuring and implementing all planned works performed by GTT or 3rd parties.
Duties and Responsibilities:
The OCC Planned Works Administrator will log, validate and, in some cases analyse, all Planned works submitted to the GTT Operations Change Control Team.
In addition, the OCC Planned Works Administrator will work with OCC management and contribute to the following areas:
Role Summary:
Operations Change Control – Responsible for recording, reviewing, analysing, coordinating and authorizing planned works.
Purpose of the role:
The Planned Work Coordinators responsibility is to perform technical analysis on all Planned Works that impact the GTT network and customer base submitted through a third party or internally. Through analysis and interrogation of affected Elements of Planned Works, and based on severity of impact, a complete and accurate list of impacted services is to be created within company defined SLA to ensure that the integrity of the network and high availability service offering is always maintained.
Duties and Responsibilities:
The OCC Planned Works Coordinator will analyse and interrogate all Planned works submitted to the GTT Global Planned Works team.
In addition, the OCC Planned Works Coordinator engineer will work with OCC management and contribute in the following areas:
Role Summary:
The Service Desk & Tier 1 Engineer will provide first line technical support to GTT’s customers across an international base. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, diagnosis and resolution/fulfilment of customer incidents/requests, which may range from straightforward to more complex technical requirements. There is also a range of administration duties within this role.
Job Scope/Supervision:
Interacts daily with NMC, Tier 1,5, Tier 2, Tier 3, Carrier Management.
Reports to Manager, Service Assurance
Duties and Responsibilities:
Role Summary:
The Network Analyst will communicate via phone, email and in system notes with the client and internal stakeholders. Working knowledge of Windows operating systems is expected, with Linux or Unix a plus.
Duties and Responsibilities:
Efficiently and accurately manages inbound calls from all GTT customers
Provide the highest standards of Customer Service on all inbound calls
Escalate, for higher level support, to Tier II and Management.
Document all voice and data service issues reported on inbound calls
Operate in multiple systems and databases as required.
Works with internal peer teams to assist with customer trouble resolution.
Proactive learning of next-level technical duties and customer services.
Required Experience/Qualifications:
High School Diploma/GED AND
1+ or more years of relevant job experience.
Relevant job experience is described as a technical support role (i.e.: NOC, IT Helpdesk, or Service Desk)
Excellent communication skills (verbal and written)
Logical problem analysis skills
Use initiative and take ownership
Ability to multitask, prioritize and work in a pressured and sometimes stressful environment
Must be adaptable and flexible in dealing with a variety of people
Achieve certification and maintain required training levels
Must be a positive team player willing to contribute
Ability to work on rotating shifts and/or on-call rotations
Experience with network monitoring software is a plus.
Relevant job experience is described as a technical support role (i.e.: NOC, IT Helpdesk, or Service Desk)
Knowledge of core TCP/IP networking skills, routing, and switching (Juniper/Cisco)
Previous experience of working in an SLA-driven operation environment (ideally ISP based) is preferred.
Good understanding of IP and/or Optical networks including IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANs, Ethernet, DWDM, SDH, Dark Fiber, DNS, SNMP, and IPSec
Experience of shift work 24x7x365
Role Summary:
The Network Management Centre (NMC) manages and maintains GTT’s pan-European network 24×7. As a highly intelligent and efficient break/fix organization, with a strong focus on consistency and process, it works with other parts of GTT to deliver a world-class customer experience.
Job Scope/Supervision:
Service Desk, Tier 3 Voice (TSS), Incident and Problem Management
Duties and Responsibilities:
Provide proactive fault resolution support for Voice/ VoIP cases or when the Service Desk/ NOC front line team is unable to resolve a customer and/or network fault or where a fault has been escalated according to SLA requirements.
About Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience...
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