Job Description

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
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. You'll have the following responsibilities
q 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 q 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 q Person should be skilled in Stakeholder Management and can lead priority calls along with Contract reviews along with reporting. q He should be responsible for leading complex and critical issues with require strong technical expertise. q Providing in-depth technical support to customers through monitoring, localisation and remote repair q Technical understanding of ‘solution’ level offerings, with ability to continually develop knowledge with new offerings q 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 q Cooperating with other levels of support (Technical Hubs, Platform teams and Suppliers) q Manage supplier activities (e.g. proactively driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements) q Contributing knowledge and experience to help improve processes and systems through continuous improvement q Proactive and effective jeopardy management, including accurate adherence to the escalation process q Identification of underlying problems and driving through problem management to resolution (PM) q 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. q 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. q Ensuring adherence to SLAs by all teams involved in resolution, and keeping the customer informed proactively q Participating in technical training, knowledge sharing and creating Knowledge management articles q Attends and contributes to team stand-up meetings and problem solving sessions. Eager to collaborate and share knowledge with other team members q 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. q Understands and support the cycle of team customer-outcome deliveries as part of the Agile improvement process. q 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 q Effectively managing the Incidents Lifecycle’s - esp. P1/P2 & Aged Incidents q *Queue Management (Proactive /Reactive triage management) q Weekly review of Quality Parameters and key KPIs (WFM Adherence/PCA30/RFT). q Calls Handling (P1/CIM/Critical Stakeholder calls) q Quality of Incidents and Emails should be good along with incident closures with appropriate RFOs q Ensure all DR’s are following the Published Processes when working on ITIL functions and make regular checks to enforce this. q Candidate should be capable of confidently delivering trainings to SREs and build active coaching plans with a vision to upskill SREs. Business Impact: High impact on customer satisfaction and retention of contracts You'll have the following skills & experience
Qualifications: q ITIL Foundation highly desirable q CCNP (or similar level of knowledge) mandatory
Skills/Experience: q At least 48 months relevant experience q Full level understanding on 2-3 technologies or Expert level understanding on 8-15 technologies q Basic level understanding of LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/DMVPN/IPSEC/Voip/ISDN/ SIP/Cloud technologies q Intermediate level of Cisco Data(Routing and Switching) q Basic level of understanding of ISO 20000 q 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 q Solution monitoring and multi-layer troubleshooting q Intermediate level Technical understanding of architecture and design flows q Ability to organize and attend on international conference call and discuss technical issues q Experience in operation of end to end customer solutions q Excellent communication, Interpersonal and Negotiation skills - internally, analytical thinking and customer facing q Self-starter, able to work with minimal guidance and supervision q Team-player with good coaching skills, eager to learn and also share skills and experience q Enthusiastic and pro-active with a desire to improve service for the customer, and other internal users q Keen learner and support CI environment q Stakeholder management (Account Team) with internal and external customers Eligibility:
As per IJP guidelines

• Please note that as per the revised IJP guidelines for India, you are not eligible to apply for any new roles in case you have been rated “Work to Do” for the last annual performance review i.e. rating for performance year FY 21-22.

• If you have an active PIP/Disciplinary sanctions then you cannot apply for a role internally for the duration of that sanction. In circumstances when you are in a disciplinary process but the outcome hasn’t been reached or there is an active appeal then you can apply, however, the Offer could be withdrawn if, subsequently, you’re issued with a sanction or your appeal is unsuccessful.

• It is the responsibility of an applicant to not apply to IJP in case if they have been rated “Work To Do” or are on an active PIP/ Disciplinary case/ Warnings or sanction. If such an applicant is found to have applied for a role, then, strong disciplinary action will be taken against that applicant.

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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