Senior Service Reliability Engineer

Job Description

* Your title Your subtitle -->Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.About this roleThe responsibility includes management of all Data Incidents to a successful resolution, both high priority tickets through to lower priority ones. The role holder will be tasked with ensuring the Data infrastructure is fully available; incidents are resolved in a timely manner and meeting the customer s service level agreements. The role owner will also be tasked with working collaboratively with their client counterpart to recommend improvements to the estate. This will include the recommendation of new and existing products in conjunction with the Design team.Youll have the following responsibilitiesOwnership for the progression of all Data incidents, problems and changes within the Operational environment.Stakeholder relationship with members of the customer ECC to articulate the progression of investigations in to the managed infrastructure. Completion of other tasks beyond Incidents, including Simple Change request, problem ticket progression and ad-hoc tasks allocated by the Platform Manager and senior managers. Own the operational compliance standards of their platform and the delivery of any remediation activities.Own operational risks/ vulnerabilities across the Data platform and the delivery of all associated remediation activities.Proactively recommend enhancements to the platform, feeding in to the Design team. Review and support Firewall polices functions configuration builds to allow implementation of customer projects.Interactions with the client keeping them abreast of technical issues for which they are a stakeholder.Liaise with BT Design and Implementation teams to develop new services, test and agree standard solutions.Provide pier training where required and input in to customer presentations.Monitor the effectiveness and responses of 3rd party vendors, feeding in to the Service team. Maintain client documentation, updating as the changes and faults demandComplete and own integration testing on new products and services, producing all relevant supporting documentation.Flexibility work behaviours in regards to extended days when required or when work tasks demand. Have the authority to use evaluation software in the initial implementation phase of a new service offering, ensuring that valid licenses are uploaded in a timely manner.Produce scripts and supporting documentation to allow the 2nd line diagnostic team to undertake remote software downloads configuration changes and implementation of new customer projects.Attend meetings on behalf of the team and line manager.Provide input to internal & external monthly reports.Ensure full awareness of the need to safeguard sensitive customer information at all times, so that customers perceive BT to be a trustworthy organisation.Identify and communicate risks that are discovered on the Data platform, providing a clear description and progression to the Data Platform ManagerSupport and embrace Continuous improvement methodology, applying to the Data estate to ensure its subject to constant enhancements. Youll have the following skills & experience1.Skills and QualificationsSkill CategorySkill TitleSkill DescriptionDesired Skill LevelTechnicalDataCCNA (R&S) Certified/Trained, CCNP(R&S) Certified/Trained3 years or more experience including high level designProblem solvingSkill in investigation, structuring information, constructing and testing hypotheses to identify root cause and reach conclusions.Able to investigate and address the most complex technical problems working with a wide range of stakeholders.Professional Process improvementSkill in assessing and improving service and business process performance.Individual can assess, re-design and improve complex business processes using a range of industry standard tools and techniques drawn from methodologies such as 6 Sigma and lean.BehaviouralProcess & policy adherenceCapability 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.ProactivityCapability 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 detailCapability 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 awarenessCapability 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.FlexibilityCapability 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.2.Process ResponsibilitiesITIL ProcessResponsibilitiesIncident and Event ManagementAccountable for operational performance of the BT networks platform, including incident and event management performanceOperations, Service MonitoringAccountable for operational performance of the BT networks platform.3.Client Interface / PeeringCollaborative 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 the Service Integrator.4.Typical Transaction / ScenarioReviewing of allocated Data Incident tickets from Service Now, engaging with the stakeholder (Internal and External in order to understand the fault and drive resolution. 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 levelreliabilitysafetycommissioningfmeaintegration testingevent managementmechanicalbusiness processemergency servicesbehavioral trainingroot cause3rd party relationshipsstatements of work sow