Service Reliability Engineer- Walk In on Thursday 27th November 2025

6 days ago

Kolkata, West Bengal, India BT Group Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Service Reliability Engineer- Walk In on Thursday 27th November 2025

Venue:

BT e-serve India Private Limited

DLF-2

Tower B

7th Floor

Kolkata-156

Time: 10:00AM to 11:30AM

Please bring updated resume and a Govt. Photo ID proof.

Service Reliability Engineer

Role:

Service Operations is responsible for providing the end-to-end, day-to-day operation of the systems and tools needed to support the Services.

This is a mission critical customer service which is heavily reliant on the first line customer facing role. The role holder must be trained to hold good (specific) customer business knowledge, and the relevant skill set, in order to positively manage all customer interactions in line with the agreed policies, processes and procedures and to meet a number of defined contractual and KPI obligations. This role will need you to manage emails, telephone ingress and queue-based systems and also be external and internal customer facing.

You'll be Responsible:

  • To receive calls from UK & Global based customers and respond to customer service issues in a professional and efficient manner
  • To make outbound service calls to UK & Global based customer in response to service issues or queries

  • Managing all emails, calls & their requests to enable a clean and working method of

  • placing incidents and requests.

  • To handle customer Incidents/ Service Request which require voice and written contact with the customer.

  • To ensure that the customer receives an excellent experience through the highest standard of English language interaction over the call
  • To ensure prompt and accurate response to customer issues
  • To achieve operational targets as defined by the customer units
  • To maintain queue levels to agreed SLA targets levels
  • To achieve and maintain a good knowledge/capability of BT systems which are used for the role
  • To highlight to queue owners, line management and offline support teams any issues that may affect customer satisfaction and share best practice within the team
  • To complete/participate in ad-hoc projects to drive efficiencies and improvements in Customer Service
  • To fully support and take guidance from the manager, raising awareness to them of any factors which may affect the performance of individuals or the whole team
  • Share best practice within the team and across the relevant community
  • Adhere to relevant shift patterns
  • Take responsibility for personal development and drive own performance
  • To manage incidents with all 3rd party vendors
  • To manage incidents with internal customers
  • Perform service assurance across the Service Desk
  • To proactively manage aged incidents working with the Operational Leads
  • To act as the main distribution for call ingress throughout S1 evenly
  • To identify, record and report against non-registered items and chargeable incidents
  • To monitor and track the progress of incidents/Service requests
  • To offer general advice and guidance to customers and users
  • To maintain relationships with interfacing business functions and IT departments
  • To implement escalation procedures as appropriate
  • To achieve the maximum personal KPI
  • To assist the team in achieving set targets
  • To effectively manage customer interactions and ensure customers are kept up to date with the latest information

Strong ability to follow and understand processes

Must Have:

  • Experienced Candidates (1-5 years)
  • Immediate Joiners (Up to 15 days)
  • Flexible with Rotational Shifts (24/7)
  • Basic Networking Knowledge preferable
  • ITIL knowledge
  • Service Desk knowledge
  • Excellent Communications
  • Flexible with Calls

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