Role Title:

Senior Technical Lead/Technical Lead, Incident & Problem Management

(Transmission)

Colt Band:

PT1 Core

Department:

Customer Experience - Service Operations

Reporting to:

Manager/ASM/Sr. Manager

Role Location:

Gurgaon

Date Issued:

05/04/2016

Date of next Review:

01/09/2016

Colt Vision
To be the most customer oriented business in our industry.
Colt Mission
To ensure our customers success by delivering reliable solutions, backed by world-class infrastructure
and people who go the extra mile to get things done
Role Purpose:
The primary function of the Lead is to carry out 2nd level troubleshooting including circuit level
diagnostics, re-provisioning of circuits, configuration changes in the circuit , Tx backbone
faults for service related incidents for all Colt products delivered over the Transmission network with
24x7 responsibilities. Develops customer solutions to address a variety of business problems across
Transmission domain. Acts a subject matter expert on multiple functional areas related to
Transmission technologies and able to configure the Circuits on different vendors ,Technologies and
various NMS.
Key Accountabilities:
Assurance (Fault resolution) and Re-provisioning / Config for service related Circuits / incidents
for Transmission network & products/services. This will need live troubleshooting on Colts
Transmission Circuits to resolve customer/network faults
Configuration/Testing of Circuits on COLT Network on various NMS Nortel, Marconi. Alcatel
Lucent. NSN (Aspen Manager), Modular MSP (Planet Operate NMS)
Key interface with direct customer, NOC , filed technicians , 3 rd level technical support , delivery
teams
To ensure the Circuit is configured Alarm free state in the network.
Carry out systems checks and Circuit configuration checks in XNG etc and other tools to confirm
service configuration, status and presentation.
Documentation, recording and updating Circuit details in Siebel, XNG, OHS as and when required.
Working on Planned works of Customer Circuits with coordination of Node Tech and Node operation
teams to deliver successful Customer outage window.
Ownership for resolving Customer Circuit queries/faults as documented in the Work Instructions .
Working with Partners and third party service providers for the resolution of the incidents.
Performing recovery and migration projects, including shifting of customer Circuits in the customer
outage window.
Monitoring & Tracking, reviewing the progress of an incident and keeping the customer informed.
Ensure the circuit is Reconfigured as per Engineering Guidelines , Closure, formally closing incidents.
Manage request / incident submitted by customers.
Task assignment of Trouble Tickets , Mail requests of circuit Level diagnostics and Siebel BAU task.
Provide high quality information and responsible for the integrity of the data within the incident
recording systems.

 Defining process for service assurance and ensure the adherence of the process.
Project Support and testing of Circuits on New Technologies and Vendors.
Bring new innovative ideas to the team for effective TRC operations .
Experience:
6-12 years of experience in relevant sectors.
Provisioning/Assurance/Migration/Config/Fault Management/2nd level core troubleshooting
experience on Colt transmission network, equipment & customer circuits/services and
management systems: Marconi, ALU, Lucent, Nortel, Nokia, NSN, Siemens, Overture, Adva, Infinera,
Aspen, CYAN (MMSP), Planet operate etc.
Excellent Knowledge base on MSP (MMSP, NSN), and legacy SDH Alcatel Lucent ADM-, Marconi
SMA-, MSH-, Nortel TN-, OM- series equipment.
A good understanding and proven provisioning /troubleshooting experience in some of the following:
SDH, PDH, MSP, MMSP,ATM, Frame Relay, PCM, Carrier Ethernet, WDM, DWDM, TDM, ADM, DCS,
DXC.

Able to demonstrate a high level of capability to provisioning & resolve incidents and enquiries, from a
second level perspective, for all product groups.

Skills/Qualifications:

Industry recognised qualification in transmission or equivalent experience and training

relevant to a Second Level engineer (formal Degree or Diploma in Engineering/Technology is
must).
Fluent in English (written and spoken).
Able to interpret and present, technical information in an easy to understand format.
Able to work well under pressure and meet tight deadlines.
Demonstrate a flexible approach, and an ability to operate effectively, when faced with
uncertainty and change; be able to function effectively in a highly complex matrix
organisation.
Demonstrate a logical/methodical approach to fault finding.
Able to demonstrate the developed skills needed to perform complex tasks, and the ability to
find solutions in a timely manner.
Strong negotiation skills / Customer facing skills.
Good knowledge of MS Office products (Excel, Word, Outlook).
Colt Values, Mindset & Behaviours (PT2, PT1, S1, S2)
Customer - We deliver an exceptional customer experience every time
Begin and end with the customer
Grow with our customers
We know and understand our customers, keep in regular contact and constantly look to help their
business thrive

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We prioritise our work and collaborate to deliver an exceptional customer experience time after time
We create a powerful focus on what matters most to our customers through the decisions we make
We understand our industry, market and competitors to create the opportunities to improve
We look to the future, working with customers and partners to secure our future together while we
deliver today
We show the courage to challenge the norm and explore new ideas that will benefit our customers and
our business
Ownership - Ownership we take ownership of our actions and our company commitments
Focus on the outcome
Deliver what we promise
We ensure we have clear goals so that we can use personal initiative to deliver our success
We define success in terms of outcomes and trust people with the freedom to act
We share information openly, good or bad, so that colleagues can do their jobs with no surprises
We build pace through our 'can-do' attitude, energy and personal willingness to improve
We deliver what we promise, on time, with quality, no excuses
We are relentless in creating value for our customers, our colleagues and our business
We take ownership for the resolution of issues

Leadership - We demonstrate leadership, always striving to be the best at whatever we do

Help people be amazing
Lead change
We take ownership for our personal development to be the best we can be
We help and support others to perform to their full potential
We are open to and seek feedback in order to continuously improve ourselves and the business
We seek to fully understand changes and how we can support it
We listen to feedback and ideas from our colleagues to continually simplify and improve our business
We plan effectively, anticipate potential problems and act to prevent them. If things break we fix them
quickly and learn for next time.

Teamwork - We put teamwork at the heart of our business, working with others to achieve success
Create brilliant teams
Succeed together
We strive to deliver excellent performance, every time and work with colleagues so they can do the same
We embrace and encourage diverse ideas and perspectives from our colleagues
We create a sense of fun, celebrate success and recognise the people who take the business forward
We drive for a common goal and success is defined in terms of what we achieve together
We build effective working relationships across Colt to make it easy for our colleagues to deliver a
seamless service to our customers
We work to be role models, live our values and encourage others to do the same

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