About GTT: GTT is a leading global provider of secure cloud networking solutions for multinational organizations. We design and deliver solutions that leverage advanced cloud, networking and security technologies. We complement our solutions with a suite of professional services and exceptional sales and support teams in local markets around the world. We serve thousands of national and multinational companies with a portfolio that includes SD-WAN, security, Internet, voice and other connectivity options. Our services are uniquely enabled by our top-ranked, global, Tier 1 IP backbone, which spans more than 260 cities on six continents. The company culture is built on a customer-first service experience reinforced by our commitment to operational excellence and continuous improvement in our business, environmental, social and governance practices. For more information, visit gtt.net. Role Summary: Third level technical support for the GTT client base – Network Services & Security fields. Job Scope/Supervision: The team represents a highly skilled, intelligent, and effective break/fix organisation, with a customer centric focus, serving GTT’s international customer base and multi-vendor network. The team has a strong focus on consistency and process, working in conjunction with other areas of the GTT business, to deliver a world-class customer experience. The team is responsible for the overall technical & operational quality and handling of incidents, problems, and change requests. The team holds the responsibility for technical validation and analysis, communication with customers and third parties, including both vendors and suppliers, and ultimately the customer satisfaction of GTT’s customer base. Duties and

Responsibilities:
• Break/fix support for customer services, across GTT’s international network.
• Own incidents, resolve them swiftly and drive through to final fix,



while 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.
• Provide concise and relevant action plans for teams, to resolve network and customer issues efficiently.
• Communication and documentation of customer and service-specific support information.
• Pro-active problem management, based on technical and trend analysis, to ensure service stability. Taking preventative actions where possible.
• Configuration of network & security elements and migration of services.
• Ensure operational processes are followed and deliver best-in-class technical support, while maintaining a stable and resilient network. Required Experience/Qualifications:
• Minimum 4 years of experience, within operations of a Telco, Service Provider, Managed Services Provider or other similar environment.
• Excellent knowledge of the Telecom/SP/MSP industry, standards and products – DIA & IP Transit services, MPLS, L2VPN & L3VPN solutions, Managed Security services, etc.
• Excellent fault diagnostics and troubleshooting abilities.
• Strong understanding and demonstrable experience with routing protocols (BGP, ISIS, OSPF, EIGRP).
• Strong understanding and demonstrable experience with L2 technologies (VLANs, Q-in-Q, Trunks, VTP, Spanning-Tree Protocols, Aggregation/LACP).




• Strong understanding of network security technologies and experience with NGFWs (NAC, VPNs, DPI, IPS/IDS, Application control, Content filtering, etc.).
• General knowledge and experience with other network & security related protocols and technologies is a benefit (FHRPs, DHCP, NAT, QoS, ACLs, SNMP, AAA, Tunneling/VPN solutions, VoIP, WLANs).
• General knowledge of Linux/Unix based tools and operations.
• Strong Cisco / Juniper knowledge & experience is a must.
• Strong knowledge & experience with other Network/Security oriented vendors is a benefit – Fortinet, Palo Alto, Checkpoint, etc.
• Experience with scripting, for performing and automating network related tasks, is a benefit. Desirable Experience/Qualifications:
• Cisco CCS/CCNP, Juniper JNCIS/JNCIP, Fortinet FCP/FCSS, Palo Alto PCNSE/PCCSE, or other similar training & certification, for this level of qualification, is an advantage. Hours/Travel/Shift: Standard 8 working hour shifts, covering extended European business hours (08:00 – 20:00 EEST). Core Competencies (Talent management will add) Universal Competencies(Talent management will add)
• Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
• Customer First (Non-Customer Facing): Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level.
• Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.

📌 Service Assurance Manager (India)
🏢 GTT
📍 India