Senior Technical Lead, Global Customer Assurance Bengaluru (India)

This job is with Colt Technology Services, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. Senior Technical Lead, Global Customer Assurance Job ID: 36169 Job Level: PT1 Advance Job Location: Bangalore/Gurugram Function: Chief Operations Office(COO) Employment Type: Full time Why we need this role The primary function of role is to carry out 2nd level troubleshooting including circuit level diagnostics, re-provisioning of circuits, configuration changes to resolve customer issues/faults for all Colt products delivered over the Colt IP/ SDWAN network with participation in 24x7 shift roster. Develop customer solutions to address a variety of business problems across IP/SDWAN domain. Acts a point of contact on multiple functional areas related to IP technologies and able to configure the Circuits on different vendor equipment, Technologies and various Network Management System. What you will do Fault resolution for service-related proactive and reactive incidents over IP/ SDWAN network. This will need live troubleshooting on Colts IP Circuits to resolve customer faults. Answer inbound customer/partner calls via designated IVR/queues; authenticate, log incidents, and create/triage tickets with complete call notes and correct impact/severity. Ensure providing excellent customer support and partner coordination, including optimizing resource levels and continuous improvement of performance and process. Working on Planned activities of Customer Circuits in coordination with Field technicians and Node operation teams to resolve/test services in outage window. Provide seamless service across team, working closely with wider sub function team and other GCA teams. Work with the team/function manager team to identify and deliver positive cultural change and productive business. Manage day-to-day line activities, prioritize and make impact assessments within existing proce This job is with Colt Technology Services, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. Senior Technical Lead, Global Customer Assurance Job ID: 36169 Job Level: PT1 Advance Job Location: Bangalore/Gurugram Function: Chief Operations Office(COO) Employment Type: Full time Why we need this role The primary function of role is to carry out 2nd level troubleshooting including circuit level diagnostics, re-provisioning of circuits, configuration changes to resolve customer issues/faults for all Colt products delivered over the Colt IP/ SDWAN network with participation in 24x7 shift roster. Develop customer solutions to address a variety of business problems across IP/SDWAN domain. Acts a point of contact on multiple functional areas related to IP technologies and able to configure the Circuits on different vendor equipment, Technologies and various Network Management System. What you will do Fault resolution for service-related proactive and reactive incidents over IP/ SDWAN network. This will need live troubleshooting on Colts IP Circuits to resolve customer faults. Answer inbound customer/partner calls via designated IVR/queues; authenticate, log incidents, and create/triage tickets with complete call notes and correct impact/severity. Ensure providing excellent customer support and partner coordination, including optimizing resource levels and continuous improvement of performance and process. Working on Planned activities of Customer Circuits in coordination with Field technicians and Node operation teams to resolve/test services in outage window. Provide seamless service across team, working closely with wider sub function team and other GCA teams. Work with the team/function manager team to identify and deliver positive cultural change and productive business. Manage day-to-day line activities, prioritize and make impact assessments within existing proce