Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.
Role title : Team Leader, Vendor Specialist ( Vendor Relationship Specialist)Colt band : PT1Department : Global Network Operations- Incident ManagementRole location : Barcelona Spain (with possible, occasional travel)Role purpose : Manage a team of Vendor Relationship Specialist and lead engineers with responsibility for OLO performance management and high level escalation To work within a team of highly experienced OLO analysts to ensure the speedy resolution of customer fault tickets that have OLO / Carrier Hotel / COLO componentThis includes assistance with the end to end ownership, co-ordination and management of faults tickets assigned to the OLO team and any other teams and / or network partners.
Acting as a point of escalation. Own and drive performance management of top OLOs (in terms of volumes of tickets), driving the right behaviour, training, improvement plans, including cost implications in relations with Colt Carrier Relations (who own Legal / Commercial relationship)Compile and maintain an audit (library) of all carrier hotels, OLO’s and COLO’s contacts (in particular escalation contacts) easily accessible to allow seamless 24 / 7 operationSupport the Head of VS in day to day team management and activitiesKey accountabilitiesLead, develop and motivate the team.
Build capability and talent within the team by hiring the right people, coaching the team and identifying appropriate development opportunities.
Direct line management, including performance management, of lead engineers and technical analystsSupport the Head of VS in day to day team management and activitiesAssist with the resolution of or escalate faults as appropriate, according to suppliers SLAsWorking with surrounding teams, Identify, plan and implement solutions for re-occurring problems (OLO Problem Management) with all off-net ticketsAssist all the teams across Network Operations as required.
Providing a professional interface to customers (internal and external) Build and maintain working relationships with key interconnect partners and vendorsMaintain a clear and accurate record of events throughout a fault duration utilising Colt’s Fault Management Systems and provide regular updates as and when requiredLead regular service reviews with OLOsDirect accountability for performance management of Top OLOs (Adherence to SLA, MTTR, , trend of NFF, etc )Ownership of OLO SIP to drive improvement with specific accountsSuggest and drive innovative ideas to improve the way we operate and manage OLO tickets Occasional travel as Pan European coverage / roleFlexible approach to resolving issues.
Can do’ attitudeRole requirementsExperience : Some team management / leadership experience (possibly informal).Experience gained in a customer-facing / contact-centre environment.
Formal or informal coaching and mentoring of colleagues.Have a thorough understanding of basic customer products and servicesThorough understanding of building and maintaining contractor relationshipsExperience in Service Vendor Management and / or procurement Basic understanding of technical environment including : IP Fundamentals and various Protocolsworking experience with implementing, diagnosing and troubleshooting IP Access, MPLS and VPN solutions across a pan European networkKnowledge of SDH / PDH : WDM technologies and standards, diagnostics and troubleshooting are desirableUnderstanding the provisioning and maintaining of IP, Ethernet and Optical services across Backbone NetworksBasic knowledge of LAN (Ethernet) based productsExperience in working with global providers, NOC and Field operators for technical issuesQualifications : Effective decision-making and prioritisation skills.
Has a resourceful approach to problem-solving where occasionally limited standardization existsA logical approach to fault finding and troubleshooting to drive 3rd party (OLO, COLO) incident managementAbility to control and co-ordinate complex technical situations in a calm and professional mannerAbility to operate under pressureAbility to deal with specialist requests regarding overall solutions and not limited to a single technology.
Excellent interpersonal skills to manage communication in difficult situations (time sensitive, complex, escalation, pressure, stress, etc ) with internal & external network partners and customersITIL and / or Prince2 qualifications desirableEnglish mandatory, any other languages would be a plus(French) What we offer : Colt is a growing business that is investing in its people.
We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.
The company supports diversity and inclusion in the workplace and has signed Diversity Charter.In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff.
Colt recognises the importance of a work life balance.Some benefit examples are : Relaxed dress codeTwo days annually to spend on volunteering opportunities39 hours working week and additional days off as per Colt own collective bargaining agreementBenefit package that includes life insurance, private health insurance and pension plan.
In addition flexible benefits schemeLunch vouchers or childcare vouchersAccess to a virtual business school for on-going learningBusiness mentoringInternational environment with employees from more than 35 different nationalitiesWe strongly encourage candidates of all different backgrounds and identities to apply.
We are committed to making Colt an inclusive and supportive workplace