SDN & Packet Network Engineer

To work within a team of highly experienced customer supporting engineers, with full responsibility for resolving customer faults and problems occurring on Colt’s Packet and SDN products and services. This includes end-to-end ownership, co-ordination, and management of tasks assigned to other teams and network partners.

Key accountabilities

• Proactively monitor, troubleshoot, diagnose, and resolve faults across a pan-European MPLS Infrastructure and a range of IP services according to product SLAs, up to 3rd Level Support.
• Participate in a 24/7 shift pattern.
• Have full knowledge of customers' bespoke networks and services.
• Provide a professional interface to customers, acting as a Single Point of Contact for all their issues.
• Build and maintain working relationships with key interconnect partners and vendors.
• Manage and coordinate tasks assigned to other teams, such as Field Maintenance or Technical Assistance Centre.
• Maintain a clear and accurate record of events throughout a fault's duration using Colt’s Remedy-based Fault Management System and provide regular updates as required.
• Resolve or escalate faults as appropriate, according to product SLAs.
• Identify, plan, and implement solutions for recurring problems on IP and Ethernet networks.
• Generate technical reports for customer RFO / RCA requests.
• Manage software upgrades in coordination with vendors and Colt teams involved.

Role requirements

Direct experience in Layer 1-2-3 services and technologies, including but not limited to:

• Understanding of IP fundamentals and protocols such as BGP, EIGRP, OSPF, ISIS.
• Experience with implementing, diagnosing, and troubleshooting IP Access, MPLS, and VPN solutions across a pan-European network.
• Understanding provisioning and maintenance of IP, Ethernet, and Optical services across backbone networks.
• Knowledge of LAN (Ethernet) based products.
• Experience with UNIX-based applications and troubleshooting tools like Telnet, FTP, TFTP, Traceroute.
• Experience with network management and support systems such as Netcool, SMARTS, CiscoWorks, InfoVista, TACACS, and vendor-specific element managers.
• Experience working with global providers, NOC, and field operators on technical issues.
• Knowledge or experience with interfacing into optical and Ethernet-based networks is advantageous.

Skills / Qualifications

• A logical approach to fault finding and troubleshooting.
• Ability to control and coordinate complex technical situations calmly and professionally.
• Excellent customer-facing skills, capable of handling specialist requests related to overall solutions across multiple technologies.
• Customer-focused with effective communication skills with internal/external network partners and customers.
• Fluent in German.
• Formal IT qualifications such as CCNP, CCSP, CCNA, or CompTIA Network+.

Education

A bachelor’s or master’s degree in Business, IT, Computer Science, Telecommunications, or a relevant field.