Team description & Purpose of Role:

The Enterprise Operations Center team manages and maintains GTT’s network on 24/7 schedule. The team are a highly skilled, intelligent and efficient break/fix organisation with a customer centric focus serving GTT’s Premium customer base.

The Team has a strong focus on consistency and process, working in conjunction with other areas of the GTT business to deliver a world-class customer experience.

The Enterprise Operations CENTER team are responsible for the overall technical and operational quality and handling of incidents and problems. The team hold the responsibility for technical validation and analysis, communication with customers and third parties, both vendors and suppliers, and the ultimately the customer satisfaction of GTT’s customer base.

Job Responsibilities:

Overall responsibility: Technical and Operational validation. Acting as a technical and operational interface with other departments and 3rd parties, representing the GTT Support CENTER team.

• Break/fix support for customer services across the International network.
• Owns incidents, resolves them swiftly and drives through to final fix, working with customers and other internal and external teams as appropriate.
• Escalation to vendor support and other internal teams to ensure prompt and satisfactory resolution of issues.
• Provides concise and relevant action plans for teams to resolve network and customer issues efficiently.
• Communication and documentation of customer- and service-specific support information.
• Uses detailed understanding of operational capabilities to support operations acceptance of new infrastructure and non-standard bids.
• Pro-active problem management based on technical and trend analysis to ensure service stability and preventative action taken where possible.
• Configuration of network elements and migration of services.
• Technical review of key network management systems.
• Scope new developments to support continuous improvement of process and systems.
• Ensure operational processes are followed and deliver best-in-class technical support while maintaining a stable and resilient network.

Experience Required:

• Minimum 2-year experience within operations environment of a Telco or large service provider
• General knowledge of telecom industry and standards
• Excellent fault diagnostics and trouble-shooting abilities
• Good and demonstrable experience of routing knowledge (ISIS, BGP, OSPF) in an ISP environment.
• Good Cisco hardware and IOS knowledge
• Good Juniper and JUNOS knowledge is benefit
• Qualification: Cisco CCNA, Juniper JNCNA, Fortinet FCA, Palo Alto PCNSA/PCCSA, or other similar training & certification, for this level of qualification, is an advantage.

Person Specification:

• Professional, structured and proactive approach
• Self-motivated with excellent interpersonal and communication skills
• Positive and approachable team player
• Calm and productive under pressure
• Detail-oriented and organised approach to work
• Efficient and productive with good time management skills
• Able to resolve problems quickly and effectively
• Able to work in a team with little supervision and using own initiative
• Highly service oriented with strong customer-facing skills
• Able to resolve problems quickly and effectively
• Flexible approach: able to work under pressure and occasional extended hours
• Pro-active approach towards problems presented
• Strong team spirit
• Able to make decisions, follow support procedures, prioritise tickets and escalation paths
• Able to handle multiple support tickets in a professional manner