Network Operations Engineer

Why we need this role

The primary purpose of this role is to  work within a team of highly experienced customer supporting engineers, with responsibility for resolving customer faults and problems occurring on Colts IP and SDN products and services. This includes end-to-end ownership, co-ordination and management of tasks assigned to other teams and network partners.

You will:

Proactively monitor, troubleshoot, diagnose and resolve faults across a pan European MPLS Infrastructure and a range of IP services according to product SLAs, up to 2nd Level Support.
Proactively monitor, troubleshoot, diagnose and resolve faults across a pan European SDWAN Infrastructure and a range of services according to product SLAs, up to 2nd Level Support.
Knowledge or experience with interfacing into Optical and Ethernet-based Networks would be advantageous
Participate in a 24/7 shift pattern
Have full knowledge of customers bespoke networks and services
Join us and you will be part of a fast-growing community of like-minded experts to grow and learn alongside you in your career.

Supports the execution of network operations and services including network surveillance, problem management, incident resolution and customer service assurance.

What you will do

Proactively monitor, troubleshoot, diagnose and resolve faults across a pan European MPLS Infrastructure and a range of IP services according to product SLAs, up to 2nd Level Support.
Knowledge or experience with interfacing into Optical and Ethernet-based Networks would be advantageous
Participate in a 24/7 shift pattern
Have full knowledge of customers bespoke networks and services
Providing a professional interface to customers, acting as a Single Point of Contact for all their issues.
Build and maintain working relationships with key interconnect partners and vendors
Manage and coordinate tasks assigned to other teams, such as Field Maintenance or Technical Assistance Centre
Maintain a clear and accurate record of events throughout a fault duration utilising Colt’s Remedy based Fault Management System and provide regular updates as and when required
Resolve or escalate faults as appropriate, according to product SLAs
Technical report generation for customer RFO/RCA requests
Technically manage software upgrades in co-ordination with vendor and Colt teams involved

What we're looking for

Skills & Experience

Must haves:

Direct experience in Layer 3 Services and Technologies, including, but not limited to the following:
Excellent understanding of IP Fundamentals and various Protocols, including OSPF, ISIS, EIGRP, RIP and BGP
Working experience with implementing, diagnosing and troubleshooting IP Access, MPLS and Multicast VPN solutions across a pan European network
Multicast Knowledge desirable
Understanding the provisioning and maintaining of IP, Ethernet and Optical services across Backbone Networks
Excellent knowledge of LAN (Ethernet) based products
Experience in working with global providers, NOC and Field operators for technical issues
A logical approach to fault finding and troubleshooting
Ability to control and co-ordinate complex technical situations in a calm and professional manner
Excellent customer facing skills, dealing with specialist requests regarding Overall Solutions and not limited to a single Technology.
Customer focused and able to communicate effectively skills with all required parties including internal/external network partners and customers
Must be able to speak & write fluent in English, second European language would be advantageous

Might haves:

Formal IT qualification: CCNP, CCSP, CCNA, etc.
Exposure to vendor specific Transmission training and technologies
Experience with ITIL
Telecoms / Computer science degree or equivalent