Service Reliability Engineer

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.

q 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 KPIs for Netco Model office like FCR (First Contract Resolution ) and MTTR (Mean Time to repair), NPS

Effectively managing the Incidents Lifecycles - 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.

Calls Handling (P1/CIM/Critical Stakeholder calls)

Quality of Incidents and Emails should be good along with incident closures with appropriate RFOs

Ensure all DRs are following the Published Processes when working on ITIL functions and make regular checks to enforce this.

Preferred candidate profile

At least 12 months relevant experience

Full level understanding on 2-3 technologies

Should be having good knowledge on Cisco IPT and UCCE

Good understanding of Voice Gateways & SBCs

Good understanding of voice protocols like SIP.

Basic understanding on Genesys, Five9, MS Teams & Cisco UCCE platform.WFM,Pure Cloud, EGain, webchat

Good understanding on recording solutions like Verint etc.

Basic knowledge of Call centre systems, voice applications, voice gateways, voice gatekeepers, IP phones, Jabber, Webex, desk phones and softphones

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 skills - internally, analytical thinking

Self-starter, able to work with minimal guidance and supervision

Team-player 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

Stakeholder management (Account Team) with internal and external customers

Certifications:

ITIL Foundation highly desirable

CCNA (or similar level of knowledge)