Location : Bangalore, Chennai

Overall role Purpose

Operating within the Cable & Wireless Worldwide Assure and Operate models, the main focus of this role is to:

  • Provide the 3rd Line support required to resolve complex faults, & support complex provide & change issues, on a 24/7 basis.
  • Contribute to the Customer Services, & wider business, objectives to improve: fault management performance, Service reliability & Service performance 

This is a real-time operational role providing a ‘centre of excellence’ for supporting complex multi-technology solutions, in addition to a providing a comprehensive knowledge of specific technologies

KEY Accountabilities

  • To provide 24×7 3rd line assure activities supporting all areas of Real Time & High Care Operations.
    • Service restoration for complex faults (Technology & Solution based).
    • Real-time complex technical support interface to suppliers, including multi vendor interoperability issues.
    • Timely and effective consultation with other C&W agencies as required to restore service.
    • Ensure that management escalation is in line with both customer and product guidelines.
    • Fulfilment of Technical Prime activities for all MI Activities 24×7.
    • Root Cause analysis for complex major incidents & escalated faults
    • Provide technical and fault management input to customer and management fault reports, including representation at customer facing meetings, where required.
    • Where required, provide 24×7 3rd line support for complex Provide & Change activities.
    • Assist with the definition, & embedding, of a consistent set of processes & measures across all key interfaces.
    • Support the ongoing development of ‘frontline’ Customer Service teams.
    • Where required, support new technology, service & solution acceptance from into 3rd line support.

 

Working relationships and interfaces

  • Real Time Operations & High Care Delivery.
  • Customer Service Centres.
  • Real Time Technology.
  • Peer Platforms teams.
  • Vendors

technical competencies (Skills and Experience)

Essential

  • A minimum of five years experience in an appropriate telecommunications field with a high level of understanding of the technologies used within Cable & Wireless.
  • A clear and analytical approach to problem solving.
  • Ability to work unsupervised for extended periods, managing multiple goals and priorities.
  • Ability to remain calm when working to demanding timescales and deadlines.
  • Excellant communication skills, written and verbal.
  • Proactively identify self development needs.
  • In-depth knowledge of IP networking, switching and routing
  • In-depth knowledge of TCP/IP services
  • Comprehensive understanding of routing protocols including OSPF, BGP, IS-IS.
  • WAN, LAN, VPN, VPLS & VLAN technologies
  • C&W IPVPN, MSP, IP Select
  • Basic understanding of Unix & Windows.
  • In-depth knowledge of one of the following
    • Cisco Networking
    • Alcatel Networking
    • Juniper
  • CCNP or equivalent
  • IP Security
    • Cisco
    • Checkpoint

Desirable

  • Understanding of ITIL working practices and how to apply them to managed services.
  • Risk assessment and management
  • CCIE or equivalent

Qualifications

  • Ideally a degree or an industry recognised professional qualification
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