Senior Service Reliability Engineer

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Senior Service Reliability Engineer

Job Req ID: 17252

Posting Date: 01-Jun-2024

Function: Customer Service

Location:
PLOT NO II F/1, BLOCK II F, RA Kolkata, India

Salary: Competitive

Why this job matters

The Advanced Network Technician delivers hardware, configuration and fiber connectivity of interdependent scaling projects across several client locations.

Responsibility

Lead who can govern the contractual SLA and BT Service Assurance KPI’s for Netco Model office like FCR (First Contract Resolution ) and MTTR (Mean Time to repair), NPS

Candidate should have good Technical Knowledge on cisco portfolio (CCNP) r s He should be capable of understanding Contract Design /Traffic Flow of various contracts supported under Netco

Person should be skilled in Stakeholder Management and can lead priority calls along with Contract reviews along with reporting.

He should be responsible for leading complex and critical issues with require strong technical expertise.

Providing in-depth technical support to customers through monitoring, localisation and remote repair

Technical understanding of ‘solution’ level offerings, with ability to continually develop knowledge with new offerings

Technically aware customer service engineers who demonstrate excellent customer care skills (e.g. owning, driving and communicating) such that customers that they call/call them are left "delighted" with the experience

Cooperating with other levels of support (Technical Hubs, Platform teams and Suppliers)

Manage supplier activities (e.g. proactively driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)

Contributing knowledge and experience to help improve processes and systems through continuous improvement

Proactive and effective jeopardy management, including accurate adherence to the escalation process

Identification of underlying problems and driving through problem management to resolution (PM)

Support Event Management team in proactive event analysis to identify trends requiring attention from event management or problem management (EM PM) by providing constant inputs where applicable.

Qualifications:

ITIL Foundation highly desirable

CCNP (or similar level of knowledge) mandatory

Skills/Experience:

At least 48 months relevant experience

Full level understanding on 2-3 technologies or Expert level understanding on 8-15 technologies

Basic level understanding of LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/DMVPN/IPSEC/Voip/ISDN/ SIP/Cloud technologies

Intermediate level of Cisco Data(Routing and Switching)

Basic level of understanding of ISO 20000

Full level of Understanding of the BT products solutions to a solid ‘basic’ level (e.g. same as Sales roles) and in depth BT's operational/service processes would be beneficial

Solution monitoring and multi-layer troubleshooting

Intermediate level Technical understanding of architecture and design flows

Ability to organize and attend on international conference call and discuss technical issues

Experience in operation of end to end customer solutions

Excellent communication, Interpersonal and Negotiation skills - internally, analytical thinking and customer facing

Self-starter, able to work with minimal guidance and supervision

Team-player with good coaching skills, eager to learn and also share skills and experience

Enthusiastic and pro-active with a desire to improve service for the customer, and other internal users

Keen learner and support CI environment

Stakeholder management (Account Team) with internal and external customers.

What you’ll be doing

1. Delivers critical customer technical support for network, hardware, and infrastructure development.

2. Executes across technical areas including systems requirements data analysis, engineering, systems design, systems development, computer programming, systems testing and deployment, quality assurance, configuration management, and systems documentation.

3. Analyses user interfaces, maintains network, hardware, and software performance tuning, analyses workload and computer usage, maintains interfaces with outside systems, and analyses proposed system modifications and upgrades.

4. Defines the problem and develops system requirements and specifications.

5. Prepares required documentation including program-level and user-level documentation; enhances existing software systems.

6. Manages work and priorities through ticketing system and workflow.

7. Collaborates with various stakeholders to remove project obstacles.

8. Troubleshoots networking, routing and interconnectivity issues, including troubleshooting of network device configuration and low to mid-level application interaction.

+. Participates in the migration, basic configuration and rollout of new or upgraded hardware.

10. Delivers support to include project management tasks, meeting facilitation, and ad hoc duties as needed.

11. Executes and delivers within standardised procedures in order to achieve objectives and the vision of the Network Engineering team.

The skills you’ll need

Troubleshooting

Customer Service

Escalation Management

Continuous Improvement

Network Delivery

Vendor Management

Network Security

Network Testing

Network Configuration

Technical Documentation

Network Integration

Event Management

Network Implementation

Requirements Management

Incident Management

Our leadership standards

Looking in:

Leading inclusively

I inspire and build trust through self-awareness, honesty and integrity.

Owning outcomes

I take the right decisions that benefit the broader organisation.

Looking out:

Delivering for the customer

I execute brilliantly on clear priorities that add value to our customers and the wider business.

Commercially savvy

I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:

Growth mindset

I experiment and identify opportunities for growth for both myself and the organisation.

Building for the future

I build diverse future-ready teams where all individuals can be at their best.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it Read more