customer solution engineer, professional services (35455)

Japan, Tokyo

Short Description
Supports the execution of network operations and services including network surveillance, problem management, incident resolution and customer service assurance.
Job Summary
customer solutions engineer, professional services is responsible to provide end to end support to designated customer solutions. They will collaborate closely with the other Professional Services and Operations and Engineering functions to own the customer solution and provide technical insight, respond to escalation, support change coordination, and perform relevant activity to ensure customer satisfaction for the solution provided.
Strategic objectives and OKRs:
Operational excellence for the solution supported by the CSE/DES team, SLA target
Key interfaces:
Network Operations, Engineering, Service Delivery, Product, Customer Solutions, Service management, Designated Engineer support, Consultant

Job Description
Key accountabilities
• Participate in handover of new customer solution ensuring proper documentation and configuration is available
• Proactively and effectively respond to customer escalation for incidents or issues
• Provide technical insights and relevant procedure to relevant teams and take ownership to manage complex incidents
• Ensure appropriate problem resolution and incident management is followed
• Ensure customer satisfaction and help define strategy for continual improvement of customer service quality and for future business development
• Provide support in change coordination for specific customer solution
• Train and mentor engineers on the owned customer solution
• Update and own documentation for the designated customers.
• Work with various network technologies, such as routers, switches, firewalls, wireless devices, and cloud platforms.
• Able to take on escalations during off business hours for special cases
• Able to take the lead and inspire trust and confidence from both customers and colleagues within Colt – particularly in time pressured environment
• Used to working in an international environment and matrix management of multi-discipline teams

Role specific requirements
• Native Level of Japanese and fluent/business level English for speaking, listening, writing, and reading
• 5+ years’ experience in IP network design and Operations
• CCNP equivalent or higher (CCIE and/or CISSP highly valued)
• Deep understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS)
• Solid understanding of the TCP/IP model
• Proven hands-on network engineering experience
• Able to demonstrate a high level of capability from a second level perspective in the IP/Managed product group
• Excellent communication skills and negotiation skills
• Proactive with great team spirit
• Customer and service oriented
In addition, you are:
• A robust, dynamic self-starter with imagination and vision
• Willing to be flexible to get the work done and able to prioritise and plan time effectively,
• Able to communicate clearly and succinctly, including the ability to deliver difficult messages in a positive way,
• Have strong interpersonal skills and able to build a positive team culture in a global team and cross-cultural environment as well as a customer focused culture,
• Have commercial acumen
• Results-focused, efficient, and pragmatic
• Able to support a strategic vision and think globally

Skills
Network Operating Systems
Workflow Management
Data Analysis
Service Level Management
Network Operations Standards and Procedures
Network Operations Diagnostics

Country / Region

Japan

Prefecture (State)

Tokyo

Job by

Colt Technology Services

We're a global digital infrastructure company. We create solutions that connect people, cities and business around the world. We empower our teams to change the world, for the better.