Senior Service Reliability Engineer

Job Description

The WAN/MAN/TPNC 2nd Line Operations team is responsible for ensuring the performance of the global customer WAN/MAN/TPNC network and maintaining the processes to be able to accommodate significant changes to it. The objective of this role is to support the Customer Service Desk and the BT Regional Onsite Support teams in providing high quality, cost effective WAN/MAN/TPNC services support and management to the customer globally. Further objectives include the development of technical solutions to meet business requirements, according to the pre-defined standards.Youll have the following responsibilities Advanced Troubleshooting on Cisco WAN/MAN/TPNC Routers Implementation and change management of WAN/MAN/TPNC changes (e.g. OS upgrades) and ensure all work is carried out to a high standard Handle incident events (L2) and Incident/Problem escalation according to the defined standards Provide Technical Support during major incidents and troubleshooting assistance for complex operational issues impacting network performance Provide Root Cause Analysis for Low, Medium and High Severity Incidents. Responsible to document all Troubleshooting activities into the incident record/ticket Co-ordinate with onsite operation teams to resolve regional/global problems Further development of existing network infrastructure Provide a technical point of contact between user/IT groups to ensure effective support Project collaboration with Implementation and Engineering teams Interface to external vendors to ensure high standard of fault resolutions Develop good technical awareness of new product developments in emerging technologies. Manage own work effort effectively with minimum supervision Work on own initiative, recommending and implementing improvements to the network. Mentoring and raising the technical skills of level 1 engineers Risk Analysis and Validate Changes to minimize the impact Assist with internal and external audit requestsYoull have the following skills & experienceEssential Skills & Experience (key competencies)The job holder should have strong skills in networking with a minimum of four years relevant experience. The job holder will need a broad skill-set, coupled with the confidence and technical ability to consult at many levels. Specifically the experience should cover the following areas (a formal qualification in electrical, electronic or IT Engineering would be beneficial):Work Experience/Background of Support Engineer WAN/MAN/TPNC:A minimum of four years of experience working in a network control environment and experience in all of the following areas: Good understanding of all key technologies in Data Networks including traditional WAN and SD WAN and knowledge of Cisco products including Cisco s SD WAN (Viptela) technology Routing protocols (e.g. EIGRP, BGP, OSPF) Experience in Cisco products is essential (e.g. ISR G3, ASR 1000, vEdge 2000/5000) Good troubleshooting skills on QoS technologies on Layer 3 Strong problem solving and analytical skills Strong understanding of TCP/IP Familiar with Monitoring tools (e.g. Smarts, SevOne) Familiar with NGSD and Service Now for Incident/Change ManagementIn addition the jobholder will need to have had hands-on experience with Network General Sniffers (e.g. Niksun) and a good understanding of all network protocols (e.g. TCP/IP & UDP, SNMP, FTP, TFTP, SSH, IPSec, IPSLA, NTP)Requirements of Support Engineer WAN/MAN/TPNC: Degree in IT (Networks or Telecommunication preferred) Minimum of 4 years of experience in an Enterprise Network environment Experience in the financial industry preferredCertifications:Candidates with the following certifications would be preferred. Cisco Certified Network Professional (CCNP) or equivalentTechnical/Business skills & KnowledgeThe jobholder must be skilled in fault finding and analysis for the technologies mentioned above. They would also need good communication and interpersonal skills in order to successfully deal with senior users. Project management skills will be required as the jobholder will be responsible for proactive improvement projects within the operation teams.Performance CriteriaThe performance of the candidate performing this role will be measured by the following criteria: Delivery of specifications within allocated timeframes according to function standards Successful management and prioritization of wide range of tasks Quality of technical capabilities Effectiveness of the relationship with user groups/IT department Customer facing skills (good inter-personal and communications skillsMandatory Job Standards of the Job Holder THE REGULATORY THAT ARE APPLICABLE TO THE ROLE.1. Safety. To ensure the health and welfare of the job holder (and his/her team if applicable) in accordance with BT s Health & Safety policy.2. Security. To access, use or disclose customer information only when needed for the job in accordance with BT s Security Policy. Any other access may only be made on receipt of additional authority in accordance with BT Information Security. To ensure that the job holder (and his/her team if applicable) is made aware of the need to safeguard sensitive customer information, so that customers perceive BT to be a trustworthy organization.3. Competition. The job holder will understand the regulatory, fair trading and competition rules and have an awareness of the BT Code of Practice relating to their work sufficiently to be able to comply with them, relying on their own knowledge or on their ability to recognize when they will need specialist support., *.

Keyskills :
reliabilityfmeamechanicalsafetycommissioningcisco certified network professionalroot cause analysis3rd party relationshipsroot cause