Senior Service Reliability Engineer

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. Skills Degree/Diploma or equivalent ITIL Foundation highly desirable CCNP (or similar level of knowledge) mandatory Skills/Experience: At least 4-5 years of relevant experience with problem solving capability in independent role ( large and complex customers in NOC environment preferred ) Full level understanding on 2-3 technologies or Expert level understanding on 8-15 technologies Expert level understanding of LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/DMVPN/IPSEC/VOIP/ISDN/ SIP/SDWAN Cloud technologies Intermediate level of Cisco Data(Routing and Switching), Cisco Access Points, Cisco WLC, Cisco Leaf and Spines, Cisco APIC) and F5 Load balancers Ability to aggressively drive, facilitate and lead the technical resolution of complex and highly visible technology incidents and ensuring maximum system availability Experience in handling requests like addition of new network assets for data platform which requires hardware and configuration changes Basic level of understanding of ISO 20000, ISO 27001 & ISO 9001 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-driven, 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 Peer & stakeholder management Ability and willingness to coach the 1st line team(s) whenever required