Service Reliability Engineer

Job Description

SRE – Service Reliability Engineer

Hiring Manager: Mudit Jindal

Career Grade: F

Internal Closing Date: 3-Jul-24

Location: Gurugram

Purpose of this role

Part of a front line, technically aware customer service agents. The role owner will demonstrate excellent customer care skills (e.g. owning, driving, communicating/updating and all 3 BT values) such that customers that they call/call them are left ‘delighted’ with the experience.

The role holder will be part of a team responding to monitoring events as they occur, ensuring an Incident ticket has been created containing the correct information.

Accountabilities:

• Part of an L1 Service desk team, ensuring the team are operating at their most efficient,
• customer service focused and ensuring all contractual obligations are met in a timely manner.
• A shift role, covering 24/7, job holder will be required to cover flexible working hours/shift patterns as and when required.
• Have good knowledge of routing Switching (CCNA) along with Wireless and SD-WAN.
• Works on the customer service Desk and pro-actively make calls to resolve customer issues at point of contact wherever possible.
• Manage auto generated Incidents.
• Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements).
• Proactive monitoring of NMS to track the customer interfaces/elements.
• Logging into the respective PE and CE routers to check the interfaces.
• Updating the TT with all necessary snaps and passing out the necessary update to respective assigned teams.
• Point of escalation for not only the team but also senior managers.
• Proactively recommend initiatives and improvements to enhance team performance.
• Close coordination with respective node and field support team for respective customers.
• KCI (Keeping customer informed) using phone, email & SMS, based upon the ticket priority.
• Collecting the inputs from all concerned teams to periodically update the Ticketing tool.
• Keeping management team informed, about all P1 Incident notification till the incident gets fixed.
• Close coordination with all suppliers for quick restoration and periodic updates.
• Raise the Change management & Problem management TT and pass it to next level team.
• To follow-up with all stakeholders via phone and mail till fixing of any Incident or change management.
• Raising flag to concerned team in case of frequent or repetitive fault.
• To provide all technical support based on privilege to customers served through service desk.
• To perform periodic escalations with supplier and BT internal management team till the resolution of incident and problem management.
• To follow-up with various teams resolver group for complex problems and issues
• To keep and maintain the MTTR, RFT and T2R as set by management.
• To keep the queue sizes to as low as possible to ensure minimum attention to each and every customer complain and query.
• To attend various workshop and training arranged by management to improve the technical skills and BT product knowledge.
• To update the customer with Telco and BT internal maintenances.
• To keep apprise with various BT tools to ensure better visibility of BT events and thus ensuring better customer support.
• To keep delivering the service round the clock 24*7 regardless of the situation to ensure utmost customer service and satisfaction.
• Continuous feedback from customer on service and keep managers updated.

Skills and Qualification

• Technical - Data, Voice and Security- Technical skills, with an understanding of networks and customer facing communication technologies.
• Experience of 2-3 year or more experience including high level design. CCNA certified preferred.

Problem solving

• Skill in investigation, structuring information, constructing and testing hypotheses to identify root cause and reach conclusions.
• Able to investigate and address technical problems working with a wide range of stakeholders.

Process improvement

• Skill in assessing and improving service and business process performance.
• Individual can assess, re-design and improve business processes using a range of industry standard tools and techniques drawn from methodologies.

Process & policy adherence

• Capability to rigorously adhere to defined processes and stated policies in carrying out assigned tasks
• Rigorous and consistent adherence to defined processes and policies with ability to interpret such policies and processes intelligently.

Proactivity

• Capability to identify issues and opportunities and initiate action without explicit instruction
• Consistently identifies requirement for proactive action and takes such action correctly and effectively.

Attention to detail

• Capability to pay close attention to details of requests and deliverables and instructions.
• Errors as a result of lack of attention to detail are extremely rare. Focus on detail is integral to personality and behaviour

Risk awareness

• Capability to recognise risks and guide actions to raise and avoid risks which may impact performance.
• Instinctively identifies risks and leads others in constructing actions to mitigate.

Flexibility

• Capability to behave and react flexibly to unexpected changes in requirements and working practices whilst maintaining performance.
• Short notice changes in requirements or practices are absorbed effectively without affecting performance.

Client Interface / Peering

• Collaborative working with the client and other BT teams to determine the nature of Data faults in order to resolve open Incidents and problems.
• Collaborative working with peers across the Eco System partners and BT

Process Responsibilities

• ITIL Process Incident and Event Management Accountable for operational performance of the BT networks platform, including incident and event management performance.

Typical transaction scenario

• Reviewing of allocated Data, Voice & Security Incident tickets from Snow, engaging with the stakeholder (Internal and External in order to understand the fault and drive resolution.

Why this job matters

The Network Technician assists in the delivery of hardware, configuration and fiber connectivity of interdependent scaling projects across several client locations.

What you’ll be doing

1. Delivers critical customer technical support for network, hardware, and infrastructure development.
2. Executes across technical areas including systems requirements data analysis, engineering, systems design, systems development, computer programming, systems testing and deployment, quality assurance, configuration management, and systems documentation.
3. Analyses user interfaces, maintains network, hardware, and software performance tuning, analyses workload and computer usage, maintains interfaces with outside systems, and analyses proposed system modifications and upgrades.
4. Defines the problem and develops system requirements and specifications.
5. Prepares required documentation including program-level and user-level documentation; enhances existing software systems.
6. Manages work and priorities through ticketing system and workflow.
7. Collaborates with various stakeholders to remove project obstacles.
8. Troubleshoots networking, routing and interconnectivity issues, including troubleshooting of network device configuration and low to mid-level application interaction.
9. Participates in the migration, basic configuration and rollout of new or upgraded hardware.
10. Delivers support to include project management tasks, meeting facilitation, and ad hoc duties as needed.
11. Executes and delivers within standardised procedures in order to achieve objectives and the vision of the Network Engineering team.

The skills you’ll need

TroubleshootingCustomer ServiceEscalation ManagementContinuous ImprovementVendor ManagementNetwork DeliveryNetwork SecurityNetwork TestingNetwork ConfigurationTechnical DocumentationNetwork IntegrationNetwork ImplementationRequirements ManagementIncident ManagementEvent PlanningDecision MakingGrowth MindsetInclusive Leadership

Our leadership standards

Looking in:
Leading inclusively and Safely
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.