Sr. Request Management Associate

Job Description

Provide (24X7) support to customers services which including OOH( Out of Hours Support)As per Business requirement there could be ask for Nights Shift support Only.As a Request Management Analyst you will be a SPOC for external, as well as BT Internal customers to share the progress on ongoing cases(SSRs) and open new cases on BT Expedio.Considering the BAU candidate must have basic understanding about networks to progress the SSRs with fulfilment groups after triage. TSA KPIs includes managing group mailbox, Owning queues under Expedio and follow-ups with customers as well as fulfilment teams.Ability to do analysis on volumes under Expedio queueAs a SPOC candidate should be customer (Internal/External) facingExcellent verbal and written communication skills,Answering users queries over the phone, email, Request fulfilment tools/web portal.Follow standard procedures to escalate any unresolved issues to the appropriate internal teams.Along with triage, candidate needs to provide initial level of technical support for data (LAN/WAN/WLAN) Service Requests and handle Simple implementation for the BT Global customers. Candidate needs to carry out pre & post checks for the existing running configurations, assist and notify stake holders (e.g TDA, Service Desk & teams dealing other service towers) as well as customer proactively, if there is any network related issue or RISK during validation. Candidate is required to support project work, migrations in addition to request fulfilment within Line of Business. To be successful in this role, you must be a motivated and quick learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges.Youll have the following responsibilitiesResponsibilities Transition of new customers under Owning queue as main caseORT testing and reportsProcess guidelines for bespoke customersEnd to End Ownership to ensure smooth BAU as SDSkills:Youll have the following skills & experienceKey skillsIntermediate Knowledge of Networking/LAN/WAN/Network etc.Good communication-Verbal and WritingTools understanding- Outlook, PPT, Excel, Expedio, BFG and IONIX etc.ITSM Process Process Knowledge as per industry best practices e.g. ITILV3, CMMI etc.Industry Type IT/Telecom/NetworkingAcademic Education Bachelor Degree (B.E./ B.Tech/B.Sc./Graduate) in Computer/Electronic Engineering/Science/any.Possessing any other technical course after science graduation would be added benefit.Certifications CCNA ( R&S) & ITILV3/4 is a PlusExperience 2 - 8 Yrs Industry experience.Location Gurugram (Haryana) INDIA 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 safetyAbout BTBT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.Were now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And were on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.So, if youre interested in the power of potential, why not join us today and release yours You can read more here about what its like to work at BTHow to ApplyIts easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Dont worry if you need to make changes - youll have the opportunity to review and edit your work on the final page. We look forward to receiving your application, *Bachelor Degree (B.E./ B.Tech/B.Sc./Graduate) in Computer/Electronic Engineering/Science/any.Possessing any other technical course after science graduation would be added benefit.

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