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Senior Service Reliability Engineer

Job Req ID:  37421
Posting Date:  12 Dec 2024
Function:  Customer Service
Unit:  Business
Location: 

Dundahera, Sector 21, Gurugram, India

Salary:  Competitive

Skills

  • WAN – Good working knowledge of WAN Protocols, Routing Protocols – BGP/OSPF/EIGRP, MPLS, Quality of Service. LAN – Good working knowledge of VLANs(Layer2/3), Bridging.
  • Good working experience in DATA – WAN & LAN.
  • Should have worked in complex environment in Tele/Data communications environment
  • Provide technical support regarding Data issues as per SLA.
  • Technical Expert for Routing and Switching.
  • Should have good and effective communication skills.
  • Can act as a source for the resolution of unique or complex problems which effect the management of own discipline.
  • Customer/Business Orientation - Customer Response: Can develop long-term relationships with customer.
  • Use management systems, fault diagnosis and debugging tools to support  effective fault resolution and network improvements.
  • Should have experience in Incident Management/Change Management/Problem Management Process.

 

Why this job matters

The role is providing Technical support for Data/Voice issues, is customer focused, and able to manage customer expectations while adhering to the SLA/KPI defined.

What you’ll be doing

  • Is responsible for managing the LAN/WAN/Voice issues for customer within MTTR . Also should be able to understand the issues highlighted by customer to be passed on to 3rd line teams.
  • Needs to provide technical assistance for in-time and quality implementation of connecting, global, customer’s LANs (Local Area Networks) together via the different available WANs (Wide Area Networks).
  • Needs to maintain close relations with third parties, like vendors Cisco, to be able to monitor progress of reported problems, known caveats, newly available features, software upgrades and hardware products. This to be able to foresee possible conflicts and improvements to operational services.
  • Prepare and maintain technical customer documentation and manage the customer setup as per SLA.
  • Take part in  Service Improvement calls, together with Service Account Management, to address the support issues on technical front.
  • Is responsible for KCI for Technical issues faced by the customer.
  • Responsible for Technical Incident Management as per KPIs.

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. 

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.  

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

 

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

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