Network Technician 1

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- Carrier Relationship Technician

Role Summary:
Carrier Relationship Technician is the position that interacts with our external providers when comes to Incident, Request and Problem Management. Driving cases toward resolution and performing escalations. Maintaining the escalation contacts into the supplier database.

Job Scope/Supervision:
Service Desk, Enterprise Operations Centre, Network Operations Centre, Carrier Management, Service Delivery.

Reports to Senior Manager, Supplier Management

Duties and Responsibilities:

- Liaise with GTT's local tail suppliers (OLO) and build strong relationships.
- Manage OLO-related customer faults and ensure they are resolved within SLAs.
- Perform and interpret results of basic technical operations (ping tests, loops, etc) to confirm OLO and service status.
- Ensure appropriate processes are followed and associated documentation updated.
- Clearly communicate incident progress to customers throughout life cycle until final resolution.
- Work with internal operations and regional support organizations in order to resolve customer issues speedily.
- Escalate effectively and according to documented processes both internally and externally to ensure prompt resolution of incidents.
- Provide documentation and reports to customers and senior management on incident progress and resolution.

documentation are regularly reviewed and updated to meet the highest standards
- Audit Supplier (OLO) contact and escalation details regularly and ensure that all pertinent systems are updated promptly.
- Report security incidents to the appropriate operations functions on detection.
- Comply to GTT Security Management controls, security policies and report security incidents to line manage
- OCC Planned Works Administrator

Role Summary:
The Planned Work Administrators responsibilities are to record, review and validate all Planned Work requests that may impact the GTT network and customer base which have been submitted via third party or internally. These activities are critical to planning, controlling, communicating, measuring and implementing all planned works performed by GTT or 3rd parties.

Duties and Responsibilities:
The OCC Planned Works Administrator will log, validate and, in some cases analyse, all Planned works submitted to the GTT Operations Change Control Team.

In addition, the OCC Planned Works Administrator will work with OCC management and contribute to the following areas:

- Facilitate the approval process through the OCC Board Chairman or delegate
- Coordination of Planned Works with internal suppliers and supporting engineers
- Daily, Weekly & Monthly reporting of all Planned Works submitted with status
- OCC Planned Works Coordinator

Role Summary:
Operations Change Control - Responsible for recording, reviewing, analysing, coordinating and authorizing planned works.

Purpose of the role:
The Planned Work Coordinators responsibility is to perform technical analysis on all Planned Works that impact the GTT network and customer base submitted through a third party or internally. Through analysis and interrogation of affected Elements of Planned Works, and based on severity of impact, a complete and accurate list of impacted services is to be created within company defined SLA to ensure that the integrity of the network and high availability service offering is always maintained.

Duties and Responsibilities:
The OCC Planned Works Coordinator will analyse and interrogate all Planned works submitted to the GTT Global Planned Works team.

In addition, the OCC Planned Works Coordinator engineer will work with OCC management and contribute in the following areas:

- Analyse all Planned Works through MOP interrogation and understanding of affected network elements or systems to identify risk severity of works being carried out
- Identify all impacted services of Planned Works through available systems and tools and present within agreed SLA for notification
- Ensure the integrity of the network is always maintained through appropriate scheduling of works and collision analysis
- Facilitate the approval process through the OCC Board Chairman or delegate
- Coordination of Planned Works with internal suppliers and supporting engineers
- Daily, Weekly & Monthly reporting of all Planned Works submitted with current status
- Tier 1 Engineer

Role Summary:
Job Scope/Supervision:
Interacts daily with NMC, Tier 1,5, Tier 2, Tier 3, Carrier Management.

Reports to Manager, Service Assurance

Duties and Responsibilities:

- Logging all relevant incident/service request details, allocating categorization and prioritization codes.
- Providing first-line investigation and diagnosis using approved tools, systems, and procedures.
- Resolving/fulfilling incidents/service