Senior Service Reliability Engineer

Job Description

Why this job matters

Brief Summary of the role requirement: The role holder will be required to support Incident Management data team for Lloyds Banking Group. The role holder will be working 2nd line support engineer responsible for diagnosing break fix incidents and resolve medium and complex incidents in the right first place. If the incident is not fixed, engineer is responsible to coordinate with 3rd line team for a resolution. Also, they are responsible to work with third-party vendors like Cisco, Phoenix, checkpoint in raising TAC cases for troubleshooting complex technical and Hardware issues.

What you’ll be doing

Troubleshooting and maintaining data good understanding of database functionality and data management processes

5 - 9 years of experience in Network operations and Data Networking, especially in the enterprise network environment

Excellent hands-on experience on Data Networking technologies and products.

Experience in implementation, Fault fix restoration activity, Remote support to onsite engineer and fault analysis.

Should have exposure on ITIL based ticketing tool and good understanding to maintain network uptime and SLA for LAN, WAN, WLAN

To enhance and modify existing programs and initiatives so that effectiveness is improved with every cycle

Attempt first time fix, dealing with customer, suppliers as necessary

Troubleshooting Routing protocols i.e. EIGRP, RIP, OSPF and BGP.

Carrying-out re-engineering of network designs, trouble shooting and problem resolution of elusive customer network difficulties.

Implementing pre-approved and T1 changes.

Escalate support calls to the appropriate 3rd line team if unable to resolve the incident

Demonstrate high levels of customer service when dealing with clients. Look to exceed expectation.

Update customers by telephone or e-mail on the progress of a support call or to ask for additional information

Liaise with Vendors and Third parties for circuit or hardware issues and escalate as per SLA's defined to restore services in minimal possible time.

Handle incoming emails from customers ensuring they are acted upon in a timely manner

Escalate service exceptions and high priority incident tickets appropriately within the business

Liaise effectively with colleagues and stakeholders to meet customer requirements

Skills

Good hands-on experience on the following technologies:

- Routing protocols - EIGRP, OSPF, BGP, RIP

- LAN Switching - VLAN, VTP, STP, Ether Channel etc

- WAN - MPLS, MPLS/VPN, MP-BGP

- TCP/IP protocol suite, Quality of Service

- Application protocols - HTTP, HTTPS, FTP, SMTP, SNMP, SSL etc.

- Network Security - IPSec VPN, AAA Architecture, TACACS+, RADIUS

- WLAN - Cisco Prime, access points and WLC.

- SDWAN

- Desirable Certifications:

- CCNA

- CCNP

- ITIL foundation

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.