Service Reliability Engineer

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About the role

Front line, technical customer service agents who demonstrate excellent customer care skills (e.g. owning, driving, communicating/updating and demonstrating BT behaviours) such that customers that they contact/contact them are left ‘delighted’ with the experience.

Providing in-depth technical support to customers through solution monitoring, localisation and remote repair. Undertake Incident, Problem, Event and SACM activities as part of the multi skilled role.

What you’ll be doing

• Lead who can govern the contractual SLA and BT Service Assurance KPI’s for Netco Model office like FCR (First Contract Resolution ) and MTTR (Mean Time to repair), NPS
• Candidate should have good Technical Knowledge on cisco portfolio (CCNP) r& s He should be capable of understanding Contract Design /Traffic Flow of various contracts supported under Netco
• Person should be skilled in Stakeholder Management and can lead priority calls along with Contract reviews along with reporting.
• He should be responsible for leading complex and critical issues with require strong technical expertise.
• Providing in-depth technical support to customers through monitoring, localisation and remote repair
• Technical understanding of ‘solution’ level offerings, with ability to continually develop knowledge with new offerings
• Technically aware customer service engineers who demonstrate excellent customer care skills (e.g. owning, driving and communicating) such that customers that they call/call them are left "delighted" with the experience
• Cooperating with other levels of support (Technical Hubs, Platform teams and Suppliers)
• Manage supplier activities (e.g. proactively driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)
• Contributing knowledge and experience to help improve processes and systems through continuous improvement
• Proactive and effective jeopardy management, including accurate adherence to the escalation process
• Identification of underlying problems and driving through problem management to resolution (PM)
• Support Event Management team in proactive event analysis to identify trends requiring attention from event management or problem management (EM & PM) by providing constant inputs where applicable.
• Capture, analyse and report inventory related issues as part of BAU incident management to SACM/SRMs so that a cleanse of asset and configuration items (SACM) be performed.
• Ensuring adherence to SLAs by all teams involved in resolution, and keeping the customer informed proactively
• Participating in technical training, knowledge sharing and creating Knowledge management articles
• Attends and contributes to team stand-up meetings and problem solving sessions. Eager to collaborate and share knowledge with other team members • Proactively raise improvement opportunities, and own small, incremental bugs to completion. Performing enhanced diagnostics on standard products for complex issues as well as for products that demand specific technical knowledge. • Understands and support the cycle of team customer-outcome deliveries as part of the Agile improvement process. • Focused to work in accordance to contractual SLA and BT Service Assurance KPI’s for Netco Model office like FCR (First Contract Resolution ) and MTTR (Mean Time to repair), NPS • Effectively managing the Incidents Lifecycle’s - esp. P1/P2 & Aged Incidents • *Queue Management (Proactive /Reactive triage management) • Weekly review of Quality Parameters and key KPIs (WFM Adherence/PCA30/RFT). • Calls Handling (P1/CIM/Critical Stakeholder calls) • Quality of Incidents and Emails should be good along with incident closures with appropriate RFOs • Ensure all DR’s are following the Published Processes when working on ITIL functions and make regular checks to enforce this. • Candidate should be capable of confidently delivering trainings to SREs and build active coaching plans with a vision to upskill SREs.

Essential Skills / Experience

Qualifications:
• ITIL Foundation highly desirable
• CCNP (or similar level of knowledge) mandatory

Skills/Experience:
• At least 48 months relevant experience
• Full level understanding on 2-3 technologies (r Expert level understanding on 8-15 technologies
• Understanding of LAN/WAN/WLAN/BGP/MPLS/SDWAN/OSPF/EIGRP/DMVPN/IPSEC/Voip/ISDN/ SIP/Cloud technologies
• Hands on experience level of Cisco Data(Routing and Switching)
• Basic level of understanding of ISO 20000
• Full level of Understanding of the BT products solutions to a solid ‘basic’ level (e.g. same as Sales roles) and in depth BT's operational/service processes would be beneficial
• Solution monitoring and multi-layer troubleshooting
• Intermediate level Technical understanding of architecture and design flows
• Ability to organize and attend on international conference call and discuss technical issues
• Experience in operation of end to end customer solutions
• Excellent communication, Interpersonal and Negotiation skills - internally, analytical thinking and customer facing
• Self-starter, able to work with minimal guidance and supervision
• Team-player with good coaching skills, eager to learn and also share skills and experience
• Enthusiastic and pro-active with a desire to improve service for the customer, and other internal users
• Keen learner and support CI environment
• Stakeholder management (Account Team) with internal and external customers

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.