Senior Service Reliability Engineer

Job Description

Front line, technical customer service agents who demonstrate excellent customer care skills (e.g. owning, driving, communicating/updating and living the 3 BT values) 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.Youll have the following responsibilities

• 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), NPSCandidate 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 NetcoPerson 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 repairTechnical understanding of solution level offerings, with ability to continually develop knowledge with new offeringsTechnically 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 experienceCooperating 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 improvementProactive and effective jeopardy management, including accurate adherence to the escalation processIdentification 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 proactivelyParticipating in technical training, knowledge sharing and creating Knowledge management articlesAttends and contributes to team stand-up meetings and problem solving sessions. Eager to collaborate and share knowledge with other team membersProactively 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), NPSEffectively 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 RFOsEnsure 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.Business Impact:High impact on customer satisfaction and retention of contracts

Youll have the following skills & experienceQualifications:

• 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 or Expert level understanding on 8-15 technologies
• Basic level understanding of LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/DMVPN/IPSEC/Voip/ISDN/ SIP/Cloud technologies
• Intermediate 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 BTs 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

COVID-19 Notice: We ve changed our recruitment process so that we can continue to offer exciting opportunities in BT. We ve moved to virtual hiring until further notice - which includes video interviews and virtual onboarding, to make sure that we maintain candidate and employee safety.Why choose us Were looking for people wholl help us fulfill our future ambitions. And their own. Find out why now is the most exciting time in our history Our culture Using the power of communications to make a better world. What we stand for and how we like to do business Life at BT Find out more about what makes us tick. See what our people say about what its really like to work here. Find out more Our company Were the worlds most established telecoms company. We employ over 100,000 people in over 180 countries. Find out more , *.

Keyskills :
service levelcustomer servicereliabilitymechanicalproblem solvingcustomer caresafetymusic makingevent managementfmeacommissioning