Service Reliability Engineer

Job Details

Job title

Service Reliability Engineer - AREDFA

Reports to (job)

Team lead- Service Ops.

Business Unit

Business

Team

UK Shared Desk

Location

Kolkata

Job Dimensions

Hours

Full time and 24 X 7 shifts

Direct Reports

NA

Career Level

F

Why BT?

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why Business Unit/Function

We are in an incredibly competitive industry and it’s not just the technology that’s important, but the world of promise it creates for our customers. We live and work in a connected world where people want seamless service, great products and the best connectivity there is, as well as continually expecting more and more from us, and rightly so. Technology is BT’s powerhouse, with our expert technologists, we have a unique position in BT. By bringing together our technical and commercial expertise, and our insight and passion for customer experience, we help BT stand out from the competition. With the best networks and smart innovative products, combined with a personal experience, it sets us apart from the pack.

Innovation drives everything we’ve done since BT started in 1846. Coming up with new ideas and developing new technologies is central to our future. We want to improve people’s lives for the better in welcome, relevant and affordable ways and we’ll be fast to market with an effortless experience to match.  We will continue to focus on developing our converged network capabilities which will give customers seamless connectivity. Our skilled people will lead this technological revolution, not only for our customers but for the industry across the Globe, truly making customers our heartbeat.

In Technology, we’re creating an inclusive working environment where people from all backgrounds can succeed. We value different perspectives, skills and experiences. We’re happy to consider ways of working that will mean you can perform at your best.

Why this job matters

Front line, technical customer service agents who demonstrate excellent customer care skills (e.g. owning, driving, communicating/updating and living the 3 BT values) such that customers that they contact/contact them are left ‘delighted’ with the experience.

Providing in-depth technical support to customers through solution monitoring, localisation and remote repair. Undertake Incident, Problem, Event and SACM activities as part of the multi skilled role.

What I’ll be doing – your accountabilities

Skills required for the job

• Providing in-depth technical support to customers through monitoring, localisation and remote repair
• Technical understanding of ‘solution’ level offerings, with ability to continually develop knowledge with new offerings
• Technically aware customer service engineers who demonstrate excellent customer care skills (e.g. owning, driving and communicating) such that customers that they call/call them are left "delighted" with the experience
• Cooperating with other levels of support (Technical Hubs, Platform teams and Suppliers)
• Manage supplier activities (e.g. proactively driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)
• Contributing knowledge and experience to help improve processes and systems through continuous improvement
• Proactive and effective jeopardy management, including accurate adherence to the escalation process
• Identification of underlying problems and driving through problem management to resolution (PM)
• Support Event Management team in proactive event analysis to identify trends requiring attention from event management or problem management (EM & PM) by providing constant inputs where applicable.
• Capture, analyse and report inventory related issues as part of BAU incident management to SACM/SRMs so that a cleanse of asset and configuration items (SACM) be performed.
• Ensuring adherence to SLAs by all teams involved in resolution, and keeping the customer informed proactively
• Participating in  technical training, knowledge sharing and creating Knowledge management articles
• Attends and contributes to team stand-up meetings and problem solving sessions. Eager to collaborate and share knowledge with other team members.
• Proactively raise improvement opportunities, and own small, incremental bugs to completion.
• Understands and support the cycle of team customer-outcome deliveries as part of the Agile improvement process.
• Focused to work in accordance to contractual SLA and BT Service Assurance KPI’s for like FCR (First Contract Resolution ) and MTTR (Mean Time to repair), NPS
• Effectively managing the Incidents Lifecycle’s - esp. P1/P2 & Aged Incidents
• *Queue Management( Proactive /Reactive triage management)
• This acts as First point of contact for the customers and  has exhaustive stakeholder management , which keep us exposed day in and out close to customer and services team Delegating duties/Tasks with in team members.
• Weekly review of Quality Parameters and key KPIs (WFM Adherence/PCA30/RFT).
• Functional mailbox management.
• Calls Handling (P1/CIM/Critical Stakeholder calls)
• Quality of Incidents and Emails should be good along with incident closures with appropriate RFOs
• Ensure all DR’s are following the Published Processes when working on ITIL functions and make regular checks to enforce this.

Business Impact:

• High impact on customer satisfaction and retention of contracts

Qualifications:

• ITIL Foundation highly desirable
• CCNA (or similar level of knowledge)

  Skills/Experience:

• At least 12 months relevant experience
• Basic level understanding of LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/DMVPN/IPSEC/Voip/ISDN/ SIP/Cloud technologies
• Intermediate level of Cisco Data(Routing and Switching)
• Basic level of understanding of ISO 20000
• Full level of Understanding of the BT products solutions to a solid ‘basic’ level (e.g. same as Sales roles) and in depth BT's operational/service processes would be beneficial
• Solution  monitoring and multi-layer troubleshooting
• Intermediate level Technical understanding of architecture and design flows
• Ability to organize and attend on international conference call and discuss technical issues
• Experience in operation of end to end customer solutions
• Excellent communication, Interpersonal and Negotiation skills -  internally, analytical thinking
•  and customer facing
• Self-starter, able to work with minimal guidance and supervision
• Team-player eager to learn and also share skills and experience
• Enthusiastic and pro-active with a desire to improve service for the customer, and other internal users
• Keen learner and support CI environment
• Stakeholder management (Account Team) with internal and external customers

Connected leaders behaviours

Experience you would be expected to have

Key decisions

Able to make most decisions. Refers non-standard customer queries/escalations upwards