- Participate in handover of new customer solution ensuring proper documentation and configuration is available
- Proactively and effectively taking care of customer escalation for incidents or issues
- Provide technical insights and relevant procedure to relevant teams and take ownership to manage complex incidents
- Ensure appropriate problem resolution and incident management is followed
- Ensure customer satisfaction and help define strategy for continual improvement of customer service quality and for future business development
- Provide support in change coordination for specific customer solution
- Train and mentor engineers on the owned customer solution
- Update and own documentation for the designated customers.
- Work with various network technologies, such as routers, switches, firewalls, wireless devices, and cloud platforms.
- Able to take on escalations during off business hours for special cases
- Able to take the lead and inspire trust and confidence from both customers and colleagues within Colt – particularly in time pressured environment
- Used to working in an international environment and matrix management of multi-discipline teams
- fluent/business level English for speaking, listening, writing, and reading
- 5+ years' experience in IP network design and Operations
- CCNA CCNP equivalent or higher (CCIE and/or CISSP highly valued)
- Deep understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS)
- Solid understanding of the TCP/IP model
- Proven hands-on network engineering experience
- Able to demonstrate a high level of capability from a second level perspective in the IP/Managed product group
- Excellent communication skills and negotiation skills
- Proactive with great team spirit
- Customer and service oriented
In addition, you are:
- A robust, dynamic self-starter with imagination and vision
- Willing to be flexible to get the work done and able to prioritise and plan time effectively,
- Able to communicate clearly and succinctly, including the ability to deliver difficult messages in a positive way,
- Have strong interpersonal skills and able to build a positive team culture in a global team and cross-cultural environment as well as a customer focused culture,
- Have commercial acumen
- Results-focused, efficient, and pragmatic
- Able to support a judicious vision and think globally
Network Operating Systems
Workflow Management
Data Analysis
Service Level Management
Network Operations Standards and Procedures
Network Operations Diagnostics
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