Senior Service Reliability Engineer

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About the role

Based out from Gurugram, India this role is for a Bespoke Customer. This role is central to delivering reliable and high-performing data network services that manages and support critical Banking operations. You’ll work closely with customers, service desks, and wider technical teams to resolve incidents and maintain service across LAN and WAN environments. With ownership of complex issues and opportunities to act as an escalation point and to keep the vital services running smoothly.
This role is not generic and require deep technical expertise aligned to customer-specific environments and expectations.
This is a 24x7, operations-critical roles, and any misalignment or dilution in skill expectations could:
Impact service quality and delivery standards.
Introduce operational risk and instability.
Negatively affect customer experience and satisfaction.

What you’ll be doing

Strong expertise in Fortinet SD-WAN, Routing & Switching, F5, Cisco Wireless, Cisco ACI, Infoblox, and Cisco ISE.
24×7 operational role requiring flexibility across shifts and extended hours when needed.
Configure and manage routing, switching, and SD-WAN environments using modern technologies.
Own end-to-end lifecycle of data incidents, problems, and changes within the operational environment.
Maintain accurate documentation of configurations, procedures, client records, and changes.
Handle additional tasks including change requests, problem management, and ad-hoc assignments from leadership.
Ensure platform compliance and drive remediation activities for audit and operational gaps.
Provide timely customer updates (KCI) via phone, email, or SMS based on ticket priority.
Identify, assess, and remediate operational risks and vulnerabilities across the data platform.
Engage with clients to communicate technical updates and incident progress.
Collaborate with design and implementation teams to develop, test, and standardize new solutions.
Monitor third-party vendor performance and provide feedback to service teams.
Perform integration testing for new services and producing supporting documentation.
Provide regular incident updates until root cause identification and closure.
Develop scripts and documentation to support L2 teams in remote operations and deployments.
Represent the team in meetings and contribute to internal/external reporting.
Ensure protection of sensitive customer data and uphold security best practices.
Proactively identify and escalate risks to the Data Platform Manager.
Support continuous improvement initiatives to enhance platform performance and reliability.

Essential Skills / Experience

Routing & Switching (BGP, OSPF, EIGRP, static routing, VLANs, STP, EtherChannel)
Cisco ACI fabric (APIC, EPG, VRF, contracts)
Fortinet SD-WAN
Cisco Wireless (9800 WLC, APs, RF optimization)
F5 R-Series Load Balancers (LTM, SNAT, persistence profiles)
Cisco ISE (802.1X, MAB, NAC compliance)

Strong Soft Skills and Interpersonal Skills with at least 4+ years relevant experience.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.