Service Reliability Engineer

About the role

Front line, technical customer service agents who demonstrate excellent customer care skills (e.g. owning, driving, communicating/updating and demonstrating BT behaviours) 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 you’ll be doing

•     Lead who can govern the contractual SLA and BT Service Assurance KPI’s for Netco Model office like FCR (First Contract Resolution ) and MTTR (Mean Time to repair), NPS 
•    Candidate should have good Technical Knowledge on cisco portfolio (CCNP) r& s He should be capable of understanding Contract Design /Traffic Flow of various contracts supported under Netco 
•    Person should be skilled in Stakeholder Management and can lead priority calls along with Contract reviews along with reporting.  
•    He should be responsible for leading complex and critical issues with require strong technical expertise.  
•    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. Performing enhanced diagnostics on standard products for complex issues as well as for products that demand specific technical knowledge. 
•    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 Netco Model office 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) 
•    Weekly review of Quality Parameters and key KPIs (WFM Adherence/PCA30/RFT).  
•    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. 
•    Candidate should be capable of confidently delivering trainings to SREs and build active coaching plans with a vision to upskill SREs.  

Essential Skills / Experience

Qualifications: 
•    ITIL Foundation highly desirable 
•    CCNP (or similar level of knowledge) mandatory 

Skills/Experience: 
•    At least 48 months relevant experience  
•    Full level understanding on 2-3 technologies (r Expert level understanding on 8-15 technologies 
•    Understanding of  LAN/WAN/WLAN/BGP/MPLS/SDWAN/OSPF/EIGRP/DMVPN/IPSEC/Voip/ISDN/ SIP/Cloud technologies 
•    Hands on experience 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 with good coaching skills, 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