Service Reliability Engineer

3 weeks ago

Gurgaon, Haryana, India BT Global Full time

Why this role matters :

As part of a contract with one of the largest telephone operators and mobile network providers in the world, this role will be working on behalf of Telefonica, and is responsible for the planning and allocation of engineering visits to customer mobile cell sites.

Telefonicas network includes 14K base stations, 7 transmission sites and 17 switching centres. Active equipment in the mobile network core and RAN includes 2G, 3G, 4G and 5G base stations, power supplies and antennae.

You will be in control of our engineering resourcing and accountable for the effective allocation of engineering activities to ensure service availability across Telefonicas RAN (Radio Access Network) infrastructure.

As customers demand and depend upon ever greater service levels and service is often the differentiator, the need to move from reactive to proactive, pre-emptive and ultimately predictive approaches to service operation is key.

We work closely with other teams, including field engineers, BTs customer facing units as well as with our key external suppliers and equipment providers.

What you'll be doing :

Within this role you would be working as a part of the Mobile Infrastructure team to help Telefonicas mobile network. Telefoncia and their customers rely on our team to keep their services providing a great experience to customers, 24 hours a day, every day. In order to keep improving, we need new perspectives, new ideas and a passion for customer experience.

Some of the key activities youll be completing can be found below :

Key Roles & Responsibilities include :

- Building a wide understanding of the evergrowing Mobile RAN network and the components and technology involved in 2, 3, 4 and 5G base stations, power supplies, antennae, microwave links, DAS (Distrubuted Antennae Systems) and Repeaters. This includes both at ground level cabin / base stations as well as at height antennas.

- Managing and Controlling our field engineering resource IXD, Climbing and Radio & Rigging engineers. This will involve working very closely with Engineering Services (ES) and organising their diaries based on the customer SLA, geographical location and skill of task.

- Planning and arranging engineer access permits to the approx. 16,000 Telefonica mobile customer premise sites across the country that contain mobile mast and provide signal to their customers. This includes, schools, farms, shops, offices and many many more

- Extensive planning and organisation of Radio & Rigging activities and the complexities of this which includes their certification to climb at height, health and safety in the risks associated as well as the logistical organisation of cherry pickers, MEWPs, 4X4 and/or ATV (all-terrain vehicle).

- Building Risk Assessment & Method Statements, sometimes site specific, and liasing with Health & Safety representatives, addressing an engineers on-site risks and mitigations to these riks.

- Jeapardy managing high profile and service affecting incidents on Telefonicas mobile network. Reacting to high-service affecting faults, ensuring that customer restoration is at the forefront of all decisions.

- Taking incoming calls from Engineers and managing the progression of engineering tasks i.e. if further work is required due to a delay in access, spare, proven to height and handling this update.

- Handling high-level escalations and managing customer expectations accordingly.

- Building and establishing good working relationships with our Field Engineering partners, vendors & communicating to stakeholders & customer in real-time to restore service.

- Monitor and manage performance against team and network Key Performance Indicators (KPIs) and Service Level Agreements ( SLAs) targets relating to all provision or incidents.

- Responsible for ensuring all quality detailed notes and updates are documented on the agreed system to reduce risk to service.

- Progress personal learning and development and career planning.

- Using strong problem solving capability to progress or resolve issues using logical diagnostic processes to make decisions in real time to drive service restoration and identifying the root cause of a customer affecting fault.

- Making decisions in real time where results can be seen immediately.

Well also need to see these on your CV :

- A basic understanding of Network Topology

- Able to effectively communicate with customers, colleagues and senior stakeholders in a range of different scenarios through both verbal and written techniques.

- A willingness to learn and adapt in a fast paced working environment, sharing ideas and experiences with the team.

- Experience in owning and resolving issues, utilising logical diagnostics to problem solve.

- Able to work strongly within a team, collaborating with colleagues to focus on the customer.

- Proven track record of driving continuous improvement.

Separate 5 Key Skills :

- A desire to learn and develop your capabilities, adapating to change and taking on board feedback.

- Prior experience working to meet customer SLAs/KPIs in a high pressure environment.

- A basic understanding of BTs portfolio of services on offer.

- Ability to analyse a varity of data sources, including data fault finding and resolution.

- Excellent communication and collaboration skills with ability to manage multiple work streams.

Education :

Technical Graduation preferably in Electronics & Telecommunications - Essential

Behavioral Competencies :

- Professionalism

- Flexibility to delivery desire performance.

- Customer First

- Communication

- Team Player.

Key Personal Traits :

- Strong analytical & problem solving skills Essential

- Excellent communication and presentation skills Essential

- Adaptable attitude able to priorities and deliver under pressure in a rollout environment Essential

(ref:hirist.tech)

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