Service Reliability Engineer

Job Description

The WAN/MAN/TPNC 1 st 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 responsibilitiesPart 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.Works on the customer service Desk and pro-actively make calls to resolve customer issues at point of contact wherever possible.Manage auto generated SMARTs alerts tickets.Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements).Logging into the respective PE and CE routers to check the interfaces.Escalate support calls to the appropriate 2nd line teamProactively 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 team s resolver group for ongoing problems and issuesTo keep the queue sizes to as low as possible to ensure minimum attention to each 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.Youll have the following skills & experienceEssential Skills & Experience (key competencies)The job holder should have good skills in networking with a minimum of one-year relevant experience. The job holder will need a broad skill-set, coupled with the confidence and technical ability to consult. Specifically, the experience should cover the following areas (a formal qualification in electrical, electronic or IT Engineering would be beneficial):Work Experience/BackgroundA minimum of one year of experience working in a network control environment and experience in all the following areas:Basic 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) technologyBasis knowledge of Routing protocols (e.g. EIGRP, BGP, OSPF)Good problem solving and analytical skillsGood understanding of TCP/IPFamiliar with Monitoring tools (e.g. Smarts, SevOne)Familiar with NGSD and Service Now for Incident/Change ManagementRequirements:Degree in IT (Networks or Telecommunication preferred)Minimum of 2 years of experience in an Enterprise Network environmentCertifications:Cisco Certified Network Associate (CCNA) 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 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 standardsSuccessful management and prioritization of wide range of tasksQuality of technical capabilitiesEffectiveness of the relationship with user groups/IT departmentCustomer facing skills (good inter-personal and communications skills), *.

Keyskills :
cisco certified network associatefmeasafetyservice deskmusic makingmechanical3rd party relationshipsreliabilitycommissioningfield support