Shift Manager

Team Description & Purpose of Role
 

We are looking for a driven, customer service focused, results orientated, passionate networking candidate to join our Network Operations team in our Pune, IN location, as the NOC Supervisor for the Tier 3 team. The NOC Supervisor is a highly integral position providing technical support and team leadership with expertise across the full range of operations, technical support, and analytic tasks for all network element categories comprising of GTT’s merged (24x7) Customer Operations and Network Operations groups providing a bridge between both environments. Additionally, duties include development and implementation of efficient and effective operations, training, and team management, troubleshooting and problem resolution techniques for all of the components that comprise GTT’s network.

Job Responsibilities:

• Lead a team of up to 10+ engineers suppose Service Assurance(NOC) organization
• Escalation POC for the GTT customer base in case of incidents, requests or other information that is required by a customer
• Own and drive complex WAN networking issues to resolution
• Support the team in the day to day work as needed. Able to receive, log & handle incoming calls, emails, portal requests and instant chat requests within SLA/KPI targets
• Manage customer communication professionally, efficiently and with excellent communication skills and set realistic and achievable resolution timeframes. Strong customer advocacy
• Support and collaborate with GTT’s 1st and 2nd level technical teams
• Understand, support and manage to GTT’s key SLA’s
• Track resolution of any hardware replacements to ensure SLA’s are met
• Track team performance, prepare quality checks, create work reports, provide feedback to team members
• Log, follow up and escalate faults with external suppliers 

Experience Required:

• 3-5 years of network operations experience, preferably in Layer 2, IP networking and/or high-capacity (WAN, MAN, LAN, Ethernet) network architectures, or in a regional telecommunications carrier’s operations center (ILEC, CLEC, IXC)
• 1 to 2 years’ experience as a Team Leader
• 1 to 3 years’ experience within customer operations in Telco or large service provider
• Cisco CCNA, Network +, JNCIA preferred
• Understanding of complex networking environment with demanding capability with, and mastery of, a variety of methodical investigation and analytical techniques
• Customer focused, analytical thinker who can quickly assess and identify customer needs
• Excellent knowledge of the Internet, Internet technologies that include: PCs, TCP/IP, E-mail, Dial-up and DSL, Dedicated Access, hosting and security products
• Able to resolve problems quickly, accurately and through to resolution / closure
• Positive, proactive, and personable
• Excellent verbal and written communication skills 
• Strong sense of responsibility and ownership
• Team player in multi-cultural team

Person Specification

• Able to resolve problems quickly, accurately and through to resolution / closure
• Positive, proactive, and personable
• Excellent communication skills
• Strong sense of responsibility and ownership
• Attention to details
• Team player in multi cultural team.
• Stress resistant
• Ability to deal with change
• Interest in new technology
• Ability to connect and built a bond with the reportees
• People Management Skill