Service Management professional | RT

Job Req ID:

17331

Posting Date:

14 Jun 2024

Function:

Customer Service

Location:

Dundahera, Sector 21, Gurugram, India

Salary:

Competitive

Recruiter: Sonam Bhatia

Hiring Manager: Kirandeep Kalra

Career Grade: E

Internal Closing Date: 21st June,23

Why this job matters

The Service Ops. Professional supports operational enablement and readiness of services offerings and capabilities, ensuring that these services are delivered effectively and efficiently for clients by fulfilling user requests, resolving service failures, fixing problems and carrying out routine operational tasks.

What You’ll Be Doing

1 - Supports in the resolution of process and service issues by liaising with different teams, communicating key information to other stakeholders as required.

2 - Delivers accurate and timely reporting and related insights in respect of key performance metrics and operational efficiency.

3 - Supports incident management, prioritisation and diagnostics, and escalates complex customer issues or incidents to operational managers.
• Maintains professional relationship with suppliers, customers and internal stakeholders.
• Carries out the Service Operations initiatives and ensures that services are aligned to the client's business requirements.
• Executes work in the implementation of tactical strategies and improvement plans.
• Supports the operational effectiveness of support services and maintains contractual and delivery documentation with accuracy and keeping details up to date.

The Skills You’ll Need

Customer Success

Information Management

Technology Implementation

Continuous Improvement

Problem Solving

Change Management

Service Level Agreement Management

Quality

IT Operations

Cloud Computing

Customer Relationship Management

Technical Support

Business Process Improvement

Incident Management

Issue Escalation

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