Senior Service Reliability Engineer

Job Description

Why this role Matter

The role is providing Technical support for Data/Voice issues, is customer focused, and able to manage customer expectations while adhering to the SLA/KPI defined.

Roles and Responsibilities

Is responsible for managing the LAN/WAN/Voice issues for customer within MTTR . Also should be able to understand the issues highlighted by customer to be passed on to 3rd line teams.

Needs to provide technical assistance for in-time and quality implementation of connecting, global, customer’s LANs (Local Area Networks) together via the different available WANs (Wide Area Networks).

Needs to maintain close relations with third parties, like vendors Cisco, to be able to monitor progress of reported problems, known caveats, newly available features, software upgrades and hardware products. This to be able to foresee possible conflicts and improvements to operational services.

Prepare and maintain technical customer documentation and manage the customer setup as per SLA.

Take part in Service Improvement calls, together with Service Account Management, to address the support issues on technical front.

Is responsible for KCI for Technical issues faced by the customer.

Responsible for Technical Incident Management as per KPIs.

Skills

• Preference to be given to CCNP qualified.
• At least 4 or more no. years professional experience within tele/datacommunications environment.

WAN – Good working knowledge of WAN Protocols, Routing Protocols – BGP/OSPF/EIGRP, MPLS, Quality of Service. LAN – Good working knowledge of VLANs(Layer2/3), Bridging.

Good working experience in DATA – WAN & LAN.

Should have worked in complex environment in Tele/Data communications environment

Provide technical support regarding Data issues as per SLA.

Technical Expert for Routing and Switching.

Should have good and effective communication skills.

Can act as a source for the resolution of unique or complex problems which effect the management of own discipline.

Customer/Business Orientation - Customer Response: Can develop long-term relationships with customer.

Use management systems, fault diagnosis and debugging tools to support effective fault resolution and network improvements.

Should have experience in Incident Management/Change Management/Problem Management Process

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.