Associate

Purpose of the 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.- Responsibilities- 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.
- 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)

This acts as First point of contact for the customers and has exhaustive stakeholder management, which keep us exposed day in and out close to customer and services team Delegating duties/Tasks with in team members.
- Weekly review of Quality Parameters and key KPIs (WFM Adherence/PCA30/RFT).
- Functional mailbox management- Skills and Qualification- Qualifications:
- Degree/Diploma or equivalent
- ITIL Foundation highly desirable
- CCNA (or similar level of knowledge)
- Skills/Experience:
- At least 2-3 Years of relevant experience ( NOC experience preferred)
- Full understanding OSI Layers/Model ( conceptual framework used to describe the functions of a networking system )
- Full level understanding on 2-3 technologies or Expert level understanding on 8-15 technologies
- Understanding of IT management system tools like NGSD, SNOW, Remedy & Event monitoring tools like SMARTS, NETCOOL, Solar wind
- Basic level understanding of Ethernet, TDM, E1, T1, E3, DS3, STM1 technology & how to troubleshoot the layer L1/2/3 faults
- Basic level understanding of LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/DMVPN/IPSEC/VOIP/SIP/SDWAN Cloud technologies
- Ability to identify, diagnose & troubleshoot the network issues as a 1st line tech for proactive & reactive incidents for managed / unmanaged devices
- Basic level understanding of Cisco Data(Routing and Switching), Cisco Access Points, Cisco WLC, Cisco Leaf and Spines, Cisco APIC and F5 Load balancers
- Responsible to work on new service requests like addition of new network assets for data platform which requires hardware and configuration changes.
- Ability to drive the resolution process for all incidents by assessing the exact business impact and ensuring collaboration at the highest level for quick resolution
- Basic level understanding of Continuous Improvement Process, ISO 27001 & ISO 9001
- Through understanding of BT's product catalogue & service operation processes ( desirable )
- Solution monitoring and multi-layer troubleshooting
- Through understanding of customer solutions and design/architecture
- Ability to organize and attend international conference calls and discuss technical issues
- Experience in operation of end to end customer solutions
- Excell