Role Description

Operating within Real Time Operations environment, this role is responsible for customer network reactive fault management and resolution.
The main focus will be on fault localization and troubleshooting including but not limited to DSL T1 and Ethernet services
Candidates have to work on a 24*7 shift rotation, providing high quality customer service and 3rd line support whilst handling Data and Voice related faults and any other customer enquiries to a large, diverse, Business & Wholesale customer base.
Undertake detailed technical fault diagnosis and resolution across a large number of internal groups and 3rd Party suppliers to ensure customer incidents are resolved within agreed company service level standards.
To assign & resolve all faults to appropriate technical escalation areas and notify line management of issues and problems requiring attention.
Demonstrate the ability and understanding of the need to be a team player and assist the team in achieving set departmental Key Performance Indicators

Key Accountabilities

Respond to faults raised via the Service Desks. Resolve all faults within target times to ensure that department service levels and key performance indicators are achieved.
To complete detailed fault diagnostics on GTT network equipment utilizing appropriate technical diagnostic tools. To complete detailed fault diagnostics on the

‘Last mile’ of the network utilizing external remote diagnostic tools to understand how

end user customers would set-up and configure equipment.

To joint test with exchange-based field engineers (including 3rd party Suppliers) to ensure correct path to resolution.
To ensure that outstanding problems are escalated according to jeopardy management procedures and to continue to monitor and own outstanding problems ensuring that resolution is achieved in the shortest possible time.
Provide support to managers, team members and other colleagues to ensure departmental best practice is adhered to.
To ensure that customers perceptions are managed effectively.
Troubleshoot customer networks for escalated faults & assist the data team in troubleshooting and handling issues.
Escalating complex issues to 3rd Line or Core whichever applicable.
To achieve agreed performance levels in line with Business targets, Customer

requirements and the functional SLA’s.

Primary Skills

Knowledge on ADSL/SDSL Technology & DSLAM’s/MSAN
Proficient Layer 2 and Layer 3 troubleshooting
Familiarity with IP networks to include SIP, IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANS, Ethernet, DWDM, SDH, DNS, SNMP and IPSec a plus
Experience with E1/T1, DS3, SDH, SONET, Ethernet/TCP/IP Networking
Familiarity with IP networks to include SIP, IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANS, Ethernet, DWDM, SDH, DNS, SNMP, and IPSec, a plus
ATM Network troubleshooting

Must Have

3+ years’ experience in broadband data networking with relevant PC and networking/LAN/WAN skills
Hands-on experience in DSLAM’s/MSAN, Routers, Switches & Modems from various vendors.
Excellent verbal and written skills in English
Worked on large networks & Managed Service Portfolio
Excellent troubleshooting skills and logical thinking
Understanding Operation and taking Handover as Operational Acceptance
Advanced Knowledge on IP, SDH, SONET, Ethernet, ADSL, SDSL, VDSL & FTTx Technologies.
Service Management Process exposure – ITIL, ISO27001, etc

Educational Qualifications

GTT Communications Looking for Senior Network Analyst at Pune, Maharashtra Full Time

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