Senior Service Reliability Engineer

Job Description

Why this job matters

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

The team provides 2nd line diagnostic support and managed services to our customers through the use of routing, switching, wireless technologies and IP Telephony (Unified Communication) products, 24x7x365 days a year. By using market leading products and applying BTs process, quality and intellectual property, we provide our customers with services to facilitate their objectives through the power of communication.

What you’ll be doing

Utilising experience and evolving ability to bring about resolution of incidents, service requests, changes or problems from customers relating to BT product portfolios to the appropriate 2nd line standard and avoid unnecessary cost for BT
To respond within designated service levels to inbound calls and incident tickets to deliver high levels of diagnostic support to customers.
To deal with customer requests in line with Service definitions and SLA’s
To be the technical authority for escalated cases at 2nd line level and to ensure all parties are fully informed and advised of recommended technical actions to deliver rapid resolution.
To escalate incidents and requests where necessary in a timely fashion to senior technical experts.
Performing as an integral member of the team providing support to customers. To respond and provide Technical Support upon request on incident, change and problem management functions
Management of information relating to customer incidents or service requests, and the effective communication of progress of such events, to customers, colleagues and 3rd parties.
To interface with the manufacturer where problems are design related, providing all necessary diagnostic history and results and ensuring that the manufacturer delivers a quality solution in agreed time scales.
To produce RCA reporting (utilising plain language where practical) upon request to meet customer requirements
Adherence to BT processes and procedures
Ensuring continued development of product knowledge, known issues registration throughout the support teams
Undertake personal training and development in line with departmental needs and in line with Personal Development Plan agreed with Line Manager
To work effectively and productively with all BT business units and 3rd parties to bring about timely resolution of technical issues
Ability to lead by example and share knowledge to members of the team as appropriate
Responsible for utilising continuous improvement (CI) for creating and simplifying practice and process to a single, best practice and standard approach.
To test & install software maintenance upgrades provided by suppliers (e.g. patches, new platforms etc.) where appropriate within the support process.
Provide change support for the following functions
Standard change impact assessment and risk assessment Please refer to note 1
Change peer review
Implementation of technical change management

Note 1. Any changes carried out by the 2nd Line Support team MUST be supported by official change control documentation and all change control procedures MUST be followed. No changes will be allowed to take place outside of this process.

Skills

Troubleshooting: Address and resolve escalated issues from the SD teams, focusing on complex technical problems.

Problem Solving: Troubleshoot and fix intricate issues, ensuring minimal disruption to services.

Vendor Liaison: Participate in TAC (Technical Assistance Center) calls and collaborate with suppliers to resolve issues.

Customer Support: Work closely with customers to address and resolve issues that involve other suppliers.

Training & Development: Train and mentor other team members to ensure they are capable and ready to handle network operations.

Stakeholder Engagement: Consult and collaborate with stakeholders, including TDA, Project Managers, and Service Management teams.

Continuous Improvement: Proactively identify and raise improvement opportunities, and take ownership of small, incremental issues from identification to resolution.

Enhanced Diagnostics: Perform advanced diagnostics on standard products for complex issues and for those requiring specific technical knowledge.

Technical Skills & Experience:

3-5 years of relevant experience in Network operations and support.

Professional-level knowledge in LAN/WAN, BGP, MPLS, OSPF, EIGRP, DMVPN, Z-sclaer and IPSEC.

Expert-level understanding of Cisco Routing and Switching.

Extensive experience with SDWAN technologies, including Cisco/Meraki, Viptela, and Nokia.

ITIL v4 Foundation level awareness / qualification.

Must hold a current industry Recognised Qualification (e.g. CCNA//CCNP )

Knowledge of BT Remote management tools (e.g. Entuity, SMARTS, NMDB etc.)

Desirable Experience and Skills

Knowledge of Optical networks DWDM,

Willingness to help support the 24 hour shift team with operational cover.

Knowledge of BT Portfolio LAN / WAN Vendor’s such as Draytek, Juniper

UK Security Clearance where required

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.