Description
Role Summary :
The Network Management Centre (NMC) manages and maintains GTT’s pan-European , US and Canada network 24x7. As a highly intelligent and efficient break / fix organisation, with a strong focus on consistency and process, it works with other parts of GTT to deliver a world-class customer experience.
Internal Departments they will interact with :
Service Desk, TSS, Incident and Problem Management
Main 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.
- Use network tools to monitor core network and customer services.
- Proactively initiate incident management process.
- Perform diagnostics on all Voice network and customer faults.
- Generate action plans to troubleshoot all Voice network and customer faults.
- Track the incident management of proactive and reactive issues through the Trouble Ticket system.
- Management and Technical escalation of Trouble Tickets in line with process.
- Coordinate NOC activities with local Field Operations and Vendor / Supplier representatives to diagnose and fix faults across a pan-European US / Canada network
- Liaise with customer representatives to progress fault resolution.
- Support local Field operations with maintenance activities.
- Works in the NOC on a 24x7 shift rota.
- Reporting security incidents to the appropriate operations functions on detection.
- Comply to GTT Security Management controls, security policies and report security incidents to line manager
- Monitoring fraudulent activity and alerts.
Ideal Candidate Profile :
Professional, structured and proactive approach.Self-motivated with excellent interpersonal and communication skillsPositive and approachable team playerCalm and productive under pressureDetail-oriented and organized approach to workEfficient and productive with good time management skillsAble to resolve problems quickly and effectivelySupporting carrier level voice service such as trunking and hosted phone servicesSupporting routers, switches and phone platformsSupporting Netsapiens hosted platform, Broadsoft or similar platformsGood Knowledge with call routingGood Knowledge with SIP call flows and troubleshootingFamiliarity with packet capture analysis tools such WiresharkDesirable Criteria :
Fluency in English and other languages would be an advantageIdeally two to three years of work in a technical Voice support positionIdeally one year experience of working a 24x7 shift patternLinux / Unix skills to at least user levelGood knowledge on SIP protocol