Senior Service Reliability Engineer

BT Group

View: 102

Update day: 06-05-2024

Location: Kolkata West Bengal

Category: Human Resources

Industry: Telecommunications

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Job content

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.



About this role

This acts as First point of contact for the customer “Novartis” and has exhaustive stakeholder management , which keep us exposed day in and out close to customer and services team. Therefore, it is vital that we perform top notch to deliver best of operations support.

You’ll have the following responsibilities

  • Overall Team Governance
  • SL Mailbox Management / Insident Resolving
  • Updating process Doc/Shared Drive and Sharepoint
  • Save SLA for incident
  • Leading GSD Review calls and customer calls.
  • Good technical understanding of Novartis archictecture and design flows.
  • Trainings to new joiners
  • Jeopardy Management/Queue Management/P1/P2/Aged
  • CSAT Assesment
  • Calls Handling (P1/MIM/Critical Stakeholder calls)
  • Additonal Activity (Which will be cascaded in 121’s)
  • Quality of Incidents and Emails should be good , which should be resonated in Agent Scorecard as well.

You’ll have the following skills & experience

  • CCNA/ CCNP
  • Routing / MPLS / BGP/ DMVPN / Tunelling
  • SD-WAN / Riverbed / Viptea
  • Good Soft Skills
  • Willingness to operate in 24X7 environment
  • Customer interaction
  • Internal BT Teams enagement
  • Positive Attitude
  • Team Player

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 safety.



About BT

BT 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.


We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re 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 you’re interested in the power of potential, why not join us today and release yours? You can read more here about what it’s like to work at BT

How to Apply

It’s easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don’t worry if you need to make changes - you’ll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!







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Deadline: 20-06-2024

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