GTT connects people across organizations, around the world and to every application in the cloud. Our clients benefit from an outstanding service experience built on our core values of simplicity, speed and agility. GTT owns and operates a global Tier 1 internet network and provides a comprehensive suite of cloud networking services.
Overall responsibility: Technical and Operational validation.
Acting as a technical and operational interface with other
departments and 3rd parties, representing the GTT Support CENTER
team.
• Break/fix support for customer services across the International
network.
• Owns incidents, resolves them swiftly and drives through to final
fix, working with customers and other internal and external teams
as appropriate.
• Escalation to vendor support and other internal teams to ensure
prompt and satisfactory resolution of issues.
• Provides concise and relevant action plans for teams to resolve
network and customer issues efficiently.
• Communication and documentation of customer- and service-specific
support information.
• Uses detailed understanding of operational capabilities to
support operations acceptance of new infrastructure and
non-standard bids.
• Pro-active problem management based on technical and trend
analysis to ensure service stability and preventative action taken
where possible.
• Configuration of network elements and migration of services.
• Technical review of key network management systems.
• Scope new developments to support continuous improvement of
process and systems.
• Ensure operational processes are followed and deliver
best-in-class technical support while maintaining a stable and
resilient network.
