BT Hiring for Capacity Management – Professional at Gurugram, India Full Time

Capacity Management – Professional

Job Req ID: 28771

Posting Date: 20 Feb 2024

Function: Customer Service

Unit: Business

Location:

Dundahera, Sector 21, Gurugram, India

Salary: Competitive

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Why this job matters

Key Responsibilities:

Manage capacity management process for all the global contracts

Work with Capacity management Associate / Senior Associate to ensures that appropriate levels of monitoring of network resource capacity and system performance are executed, and that the information recorded in Capacity Database is kept up-to-date and used by all parts of the Capacity Management process

Analyse Process for gaps and bridge them using best practices while keeping the overall Process documents up to date

Prepare and share Capacity Plan with customer which includes Capacity and Business trends, demands and forecasts

Deploy Capacity Management Framework for all new contracts and projects coming in and ensure standardized process is followed and maintained across the sector

Propose and drive Projects related to Capacity enhancement and new businesses, ensuring continuous improvement is supported throughout

Ensures that there is sufficient capacity to meet service level targets with help of Capacity Plans and detailed Forecast reports

Keeps IT management and customer informed about capacity needs by initiating and driving regular Capacity Management Review calls with Customer and follow-up wherever required

Provides capacity requirements for new or modified IT services and drive new contract or project from Capacity Management side along with ORT team to ensure correct deployment of configuration as per inventory for data integrity

Maintains an overall understanding of current and future service and business capacity and trends to forecast appropriately

Ensures that performance testing is carried out on new and modified IT services

Works to proactively provide sufficient IT capacity

Collaborate with other ITSM and Technical teams to ensure seamless services

Ensures that capacity-related incidents and problems are addressed

Assesses the capacity impact of new change requests, Participates on the Change Advisory Board (CAB) as needed

Review Client’s change plans to ensure that: client impact is minimized or avoided; clients receive advance notice; clients agree with and are prepared for the change(s)

Deliverables:

Capacity Management Plan, Business Demand Forecasting, Capacity Management Process Document, Statement of Work, Capacity Management Policies, Capacity Management Framework, Capacity Management Information System (CMIS), Service Improvement Plan and Service Review Calls

Qualifications:

B.E./ B.Tech. / MCA / M.Sc. / MS with minimum 7-10 years of relevant experience post Qualification IT- Experience; CCNA & ITIL Intermediate Certified; Expertise in MS Office products

Must Have Skills:

Outstanding Customer service skills; Ability to multi-task and work under strict deadlines; Good verbal and written English communication skills; Good knowledge of Networking (WAN, LAN, Wireless, Security devices), Riverbed and Ipanema technologies, servers databases and storages, ITSM tools and other Capacity Management tools (EMC Watch4Net, Nagios, Ops view NPMD Sevone, NGNPM, Proviso)

What you’ll be doing

1. Supports in the resolution of process and service issues by liaising with different teams, communicating key information to other stakeholders as required.

2. Delivers accurate and timely reporting and related insights in respect of key performance metrics and operational efficiency.

3. Supports incident management, prioritisation and diagnostics, and escalates complex customer issues or incidents to operational managers.

4. Maintains professional relationship with suppliers, customers and internal stakeholders.

5. Carries out the Service Operations initiatives and ensures that services are aligned to the client’s business requirements.

6. Executes work in the implementation of tactical strategies and improvement plans.

7. Supports the operational effectiveness of support services and maintains contractual and delivery documentation with accuracy and keeping details up to date.

The skills you’ll need

Information Management

Technology Implementation

Continuous Improvement

Problem Solving

Change Management

Service Level Agreement Management

IT Operations

Cloud Computing

Customer Relationship Management

Technical Support

Business Process Improvement

Escalation Management

Incident Management

Decision Making

Growth Mindset

Quality Assurance

Inclusive Leadership

Our leadership standards

Looking in:

Leading inclusively and Safely

I inspire and build trust through self-awareness, honesty and integrity.

Owning outcomes

I take the right decisions that benefit the broader organisation.

Looking out:

Delivering for the customer

I execute brilliantly on clear priorities that add value to our customers and the wider business.

Commercially savvy

I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:

Growth mindset

I experiment and identify opportunities for growth for both myself and the organisation.

Building for the future

I build diverse future-ready teams where all individuals can be at their best.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON’T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We’re committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you’re excited about this role but your past experience doesn’t align perfectly with every requirement on the Job Description, please apply anyway – you may just be the right candidate for this or other roles in our wider team.