From: iQuest Tanuja <tanuja@iquest-consultants.com>
Date: Thu, Oct 25, 2012 at 7:38 PM
Subject: Reply soon............ Cable & wireless for 3rd Line Principal Network Engineer for Bangalore location.
To:
Dear Saminath ,
Greets for the Day!!!
As per our telephonic discussion regarding the opening with our client Cable & wireless for 3rd Line Principal Network Engineer for Bangalore location.
Please go through the details below and reply with confirmation mail.
| 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 · Infrastructure delivery and implementations to meet customer and platform requirements.
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 24x7 3rd line assure activities supporting all areas of Real Time Operations and Service delivery covering o Service restoration for complex faults (Technology & Solution based). o Real-time complex technical support interface to suppliers, including multi vendor interoperability issues. o Timely and effective consultation with other C&W agencies as required to restore service. o Ensure that escalation is in line with both customer and product guidelines. · Fulfilment of technical on-call activities for activities 24x7. · 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 24x7 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. · Customer Project and Change delivery activities. · Handover of new solutions to BAU Assure teams through Acceptance into Live Service (AILS) process.
|
Summary of Behavioural Requirements:
* Behaviours to be inputted following completion of career framework activity in your area
| Behaviour | Level |
| Gathering Information | 4 |
| Creating Ideas | 4 |
| Evaluating & Analysing Information | 4 |
| Facilitating Team Work | 4 |
| Growing Talent | 4 |
| Enabling Empathy & Openness | 4 |
| Influencing Others | 4 |
| Builds Confidence | 4 |
| Inspiring Communicator | 4 |
| Making it Happen | 4 |
| Improving performance | 4 |
| Functional/Technical Competence |
| § Full SC Security Clearance (not required for off-shore role) § 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. § Drive best practice in the use of common processes. § Accountability for resolution of Major Incidents. § Ability to work unsupervised for extended periods, managing multiple goals and priorities. § Ability to remain calm when working to demanding timescales and deadlines. § Excellent communication skills, written and verbal. § Proactively identify self development needs. § In-depth knowledge of IT based services. § In-depth knowledge of TCP/IP services. § Industry recognised vendor qualification to senior or expert level. Cisco/Juniper/Alcatel CCNP, CCIE, JNCIE, JNCIA, NRS, SRA. § General business principles and practices, with an understanding of business economics, customer markets and operating environments § Confident communicator able to operate at all levels with Customer representatives, Suppliers and C&W colleagues § High ability to discuss, negotiate, present and agree requirements directly with the customer technical team |
| Functional/Technical Competence: |
| § Routing and Switching (Strong skills on BGP and OSPF) § Voice (VoIP and IPT) § QoS § MPLS build awareness § Excellent documentation skills
|
| Background, Qualifications and Experience |
| § Customer facing experience § Able to identify and influence key decision makers § Diplomatically assertive § Appreciation of Legal, Commercial and Financial matters § Assertive when required, and a decision maker § Analytical mindset § Ability to determine the critical success factor of delivery § Good written and oral skills § Ideally a degree or an industry recognised professional qualification § A minimum of 5 years experience of complex fault resolution in an IP based environment. § Confident and articulate communicator, with experience of dealing with stakeholders and customers. |
| Personal Style and Motivation: |
| § Ability to communicate across all levels of the organisation § A self-starter and ability to work under pressure § To provide innovative solutions to both customer and internal issues/problems § Passionate about customer service and ability to drive improvements. § Pride in delivering world class customer service |
Thank You
With Warm Regards,
Tanuja singh
Technical Consultant
iQuest Consultants
Contact: +91-8888833066
Email: tanuja@iquest-consultants.com
Branches at - Pune | Mumbai | Bangalore | Noida | Chennai |
Recruitment I Executive Search I Contract Staffing I RPO
http://www.iquest-consultants.com/
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