Service Activation Engineer

Internal Job Description

Job Scope/Supervision:

The Service Activation Engineer will be managing the end-to-end activation of network services, including SD-WAN, MPLS, and Internet, for GTTs global enterprise customers. The role involves direct customer interaction to facilitate successful Service Transition.

As a Service Activation Engineer, you will troubleshoot and resolve any activation-related issues, configure devices and networks, conduct service validation tests and ensure seamless integration with customer environments. You will work closely with other Service Assurance Teams as well as Service Delivery, Project Management, Engineering departments and Sales.

Duties and Responsibilities:

- Service Activations Engineer supports Service Requests, Customer Incidents and long term Problems.

- Works directly with customers to coordinate activation tasks, provide technical support during Service Handover.

- Owns service requests and incidents, resolves them swiftly and drives through to final fix, while working with customers and other internal and external teams as appropriate.

- Conducts end-to-end testing of services to verify successful activation.

- Break/fix support for customer services across the GTT’s international network.

- Communicates internally with other Service Assurance teams, providing help and assistance over different customers’ issues.

- Identifies and escalates issues that could impact the service activation timeline or quality. Work closely with escalation teams and 3rd party Suppliers to resolve critical activation problems.

- Configuration of network elements.

- Provide concise and relevant action plans to resolve network and customer issues efficiently.

- Maintain detailed documentation of the service activation process, including network topology and configurations, and troubleshooting steps. Update and manage CRM tools to reflect any changes.

- Pro-active problem management, based on technical and trend analysis, to ensure service stability and take preventative action taken where possible.

- Ensure operational processes are followed and deliver best-in-class technical support, while maintaining a stable and resilient network.

- Participate in post-activation reviews to identify areas for improvement, contributing to continuous service improvement of the service activation lifecycle.

Required Experience/Qualifications:

- Minimum 2 years of experience, within operations of a Telco, Service Provider or other similar environment.

- General knowledge of telecom industry and standards. Excellent fault diagnostics and troubleshooting abilities.

- Excellent customer communication skills (verbal, written) as well as presentation skills in English.

- Demonstrate the ability to work with customer engineering teams to determine network requirements are understood, reflected accurately and implemented.

- Understanding of SD-WAN, Security and SASE products, from various vendors – Broadcom Velocloud, Aruba, Palo Alto, Fortinet and others.

- Good understanding and demonstrable experience with IP, MPLS and routing knowledge (BGP, OSPF, IS-IS) in Service Provider and enterprise environment.

- Excellent Cisco and Juniper hardware and software knowledge.

- Experience interfacing with 3rd party suppliers, peering providers and facility management.

- Knowledge of principles of IT Service Management best practices.

Personal skills:

- Professional, structured and proactive approach.

- Self-motivated with excellent interpersonal and communication skills.

- Highly service oriented with strong customer-facing skills.

- Calm and productive under pressure.

- Detail-oriented and organized approach to work.

- Positive and approachable team player. Able to work in a team with little supervision and using own initiative.

- Fast learner and interest in learning new technologies and vendors.

- Able to conduct independent research and present solutions, to resolve problems quickly and effectively with pro-active approach.

- Able to make decisions, follow support procedures, prioritise tasks.

Desirable Experience/Qualifications:

- Security knowledge on Fortinet and/or Palo Alto is considered as advantage

- Qualification: Cisco CCNA, Juniper JNCNA, Fortinet FCA, Palo Alto PCNSA/PCCSA, or other similar training & certification, for this level of qualification, is an advantage.