BT Group Looking For Manager at Gurugram, Haryana, Full Time

Why BT Group?

We’ve always been an organisation with purpose; we connect for good. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart, we’re a technology company with research and innovation in our bones, and a desire to be personal, simple, and brilliant for our customers – the values we live by. Creating an inclusive working environment where people from all backgrounds can succeed. Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale, capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe, and secure, to delivering large scale innovative technology infrastructure like the creation of BT Sport. Today, in this fast changing, always on, digital world, our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism, and resilience to help propel us forward, we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things, and pursue new careers. If that’s you, and what you’re looking for. We’d love you to be part of our future.

Why this job matters?

The role holder leads a 24/7 technical team specializing in data technologies to proactively prevent and reactively resolve events and incidents for managed service customers. This role ensures our services are available for customers and fixes issues when they arise. This person manages and co-ordinates, incidents, changes and problems with a capable team of 2nd and 3rd line technical engineers to ensure adherence to BT’s Compliance and Security Policies, including patching and remediating all devices to protect the BT Brand and protect customers. This role will hold the decision making process for new and existing data infrastructure and applications, ensuring risk, testing and implementation processes are adhered to and followed . The role holder will have people across both sites in India running 24×7 supporting all managed customers for in life assurance.

What you’ll be doing – your accountabilities?

The skills you’ll need to succeed

• Leading the technical resolution of LAN/WAN technologies through the Major Incident Process, which will include working with senior stakeholders from Global companies (at CIO/CTO level). Interfacing with BT’s Security Council and responsible for safeguarding of the BT brand.

• Ensuring suitably qualified resources are available, security cleared (where appropriate) and technically capable to support all Data services within the 24×7 operations, servicing all managed customers and devices across UK

. • Ensuring appropriate actions are taken to maintain the integrity of the live environment to prevent loss of availability to the mission critical services we underpin for UK business and Government and the consequential impacts for BT Group

• Creating and driving strategic programmes to enhance customer experience (measured through NPS) meeting Business Services’ ambition to be #1 for service in the Telco market.

• Adhering to BT Security Policy and Compliance, including patching and remediating all devices to protect the BT Brand and protect customers

• Leading external audits on their specialism to ensure BMS are compliant with all relevant ISO qualifications ( ISO 20000 and ISO 27000 in particular) in their field of expertise and demonstrating compliance to the ITIL practice and continuous improvement in this area.

The skills you’ll need to succeed

Provides 24×7 coverage via a team of 20-30 L2/L3 senior engineers across data technologies for customer operations, maintaining the integrity of the live environment to prevent loss of availability to mission critical business and Government services and minimise the consequential impact i.e. brand damage for BT Group

• Adhered to BT Security Policy and Compliance, including patching and remediating all devices to protect the BT Brand and protect customers. Will be accountable for ensuring the patching role out is within the SLA of each customer, along with ensuring zero downtime is incurred during the implementation process. This will include negotiation with clients as to when implementations can take place .

• Responsible for the Management of the Team, ensuring the engagement of the team is of a high level.

• Responsible for ensuring the team’s training and development plans support the individuals requirements and the team’s by ensuring there are no single points of failure and there is adequate cover at all times for their activities.

• Responsible for the creation and maintenance of the team objectives & KPI’s ensure they are measurable and meaningful.

• Working with the rest of the Technical Service management team to deliver key objectives in line with the BMS performance scorecard

• Work jointly with the Technical Services management team and wider BMS leadership team to deliver transformation programme efficiencies and objectives

• Responsible for ensuring the teams infrastructure is maintained and running at an optimum level to support their services working. With the associated Customer and Service Managers to ensure the Customer Infrastructure enables us to provide the required Services.

• Responsible for building and maintaining key relationships with your customers, peers and wider business stakeholders such as Design, Portfolio and Client Services/Sales.

• Responsible for ensuring Customer relationships are maintained to high standards which should be reflective in the NPS scores.

• Responsible for ensuring the team activities and processes are running effectively with a minimum of wastage.

• Responsible for the creation of and maintenance of the Teams processes and working instructions ensuring the team have clear line of sight on their personal and team goals and/or objectives.

• Reasonable for driving a continuous improvement (CI) culture across the team, creating and simplifying practice and process to a single, best practice and standard approach.

• The role holder will also have responsibility of overall governance of Gururam as one of BMS Site in India.

Leadership accountabilities

• Recognised as a role model within their peer group and prepared to challenge.

• Demonstrable ownership of transformation activity with clear accountability .

• Willing to adapt to a challenging or complex Environment.

• Works collaboratively to develop better ways to work together .

• Recognised as an SME within and outside of the team.

Experience you’d be expected to have

To be fully conversant with the Tools & Processes for Data Services

• Experienced/Certified in the appropriate technology. Eg. Cisco/Fortinet/Aruba • Proven track record of working collaboratively to develop better ways to work together.

• Thorough understanding of customer/contract or programme and knowledge of BT products.

• Knowledge and experience of ISO20k and ISO27001 standards, working in an ITIL conformant organisation.

• Direct People Management of 15 or more people in the past and understanding of matrix organisation.

• Should be eligble to apply into a new role as per India process guidelines

• Stakholder management

• Understanding of CI practices and tool sets.

• Connected Leaders / Leadership behaviours to be able to coach and lead the team.

• Resroucing/staffing level management.