BT Hiring for Technical delivery professional at Bangalore, India Full Time

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

• Delight our customers by providing high availability, high quality multichannel services which meet market demand.

• Use the power of communications to enable brilliant services that our customers love at least cost.

• Support our colleagues across the business to better serve our customers, improving availability and lowering cost of services

• Ensure the E2E Customer Experience is truly world class

As a 2nd level Service Operations Technician you are responsible for the end to end management of incidents impacting BT’s global business voice customers and the services offered on BT‘s Global Managed Voice network and BT’s Trading network. We provide technical expertise to identify, analyse and resolve complex incidents and to maintain a high level of customer experience and service availability for these products.

Services include:

• One Voice Global VPN

• One Voice Conferencing

• One Voice Sip Trunking

• BT Inbound Contact Global

• BT Cloud Contact

You’ll have the following responsibilities

• Supports a component of a technical project, requiring management of a limited degree of risk or business impact.

• Supports the identification and resolution of issues and defects to ensure delivery to required standard.

• Assists with planning and monitoring of all activities, from scoping to live, to ensure agreed scope and benefits are delivered in a contained project.

• Develops working relationships and communicates with a range of project stakeholders across teams to ensure actions completed, progress updated and impacts on other components managed.

• Reviews own work and peers’ outputs to contribute to identify and flag errors or potential issues.

• To support BT Global Services and BT Retail Market Facing Units to provide world class customer experience.

• To proactively and reactively repair customer impacting incidents within agreed SLA’s to maximise service availability for our customers.

• To proactively monitor and repair customer circuits, carrier circuits, BT circuits, MPLS hits, PRI and DAL incidents to maintain optimum network capacity.

• To proactively provide RFO’s (Reason for Outage) and RCA (Root Cause Analysis) for outages and failures.

• To continually drive down cycle time of incidents and promote right first time by resolving incidents permanently.

• Responsibilities include investigating issues with third party vendor/suppliers/BT Internal team to resolve issues, this will include escalating at recognised periods where necessary.

• Deal with all customer escalations as per agreed process.

• Ensure that the relevant priority is assigned to all incidents and they are investigated accordingly.

• Engage in direct contact with Global BT customers in a prompt and professional manner.

• To be able to prioritise workload and apply jeopardy management to the team’s work stack.

• To apply agreed processes to all activities. Obtain and maintain access to all systems required

• To inform the shift manager of all major and serious incidents and customer escalations. Provide support during such incidents and applying the correct incident criteria and incident management process based.

• Assist with network maintenance activities when required to minimise service interruptions.

• Providing Shift Handover document as per agreed process.

• Ensuring availability on the phone platform so all customer calls are answered and handled efficiently.

• Ensuring all emails in the group mail box are dealt with within appropriate timescales.

• Be flexible as per business requirements

• Provide out of hours cover during annual leave, sickness, special leave, meetings, training, peak days and other exceptional circumstances.

• Reporting and progressing all relevant system issues.

• To apply the agreed best practice and processes to all activities. Owning and updating team process documentation.

• Coach and train other team members within the group to develop best working practices. Give fair and accurate feedback to individuals and install a coaching culture.

• Understand the end to end process for managing the network, systems you are responsible for and actively contribute to making it better for the customer, by adopting the job standards.

• Continuous Improvement (CI) – Responsible for continuously improving the work that they and the team do, updating and owning specific areas of CI

• You understand the end to end process for managing the network, systems you are responsible for and actively contribute to making it better for the customer, by adopting the job standards below.

• Adhere to team Job Standards

• Own your own development

• Take on any new work assigned by your management alongside your current workstack

• Evidence of Customer Service Skills

• Evidence of Service Management Skills

• Evidence of Trouble to Resolve /Service Assurance Skills

• Evidence of Problem Solving Skills

• Microsoft Office Literate

• Six Sigma Awareness/ Process Awareness

• Proficient in the diagnostics of complex voice networking issues

• Proficient in NGSD, Autofix and any other systems which form a critical part of effective operations in scope

• Demonstrable evidence of self-development either within BT or externally

• Need to support 247365 shifts including weekends and Public Holidays

You’ll have the following skills & experience

• Worked alongside colleagues/led team through a period of intense stress and pressure

• Suggested cost savings to assist budgets

• Developed an internal network of strong working relationships you can call on to assist with your role

• Developed quotes /business cases and ways to avoid costs

• Desirable skills required for this role:

VoIP Skills

AXD/AXE Skills

TDM and IP Voice Signalling Skills

ITIL Skills

• Details of skills required:

Voice Protocols – Experience of trouble shooting on these protocols

ISDN Q.931 variants – C7 ISUP/SS7 ANSI/INAP/SIP/RTP/MPLS/IP/UDP

• Experience in a scripting language such as Bash, PERL, Python, VBA, Powershell etc

• Experience in supporting public cloud based services – preferably Microsoft Azure

• Service Now (SNOW) experience

• Exposure Session Border Controllers (SBC) – Specifically ACME and Genband SBC an advantage

• Voice switching, Soft switches and MGWs – Ericsson (AXE, Soft switches and MGWs) background an advantage

• Cisco routers and switches

• Experience of using network management systems and tools (NMS)

• Experience in a dedicated voice environment

• Experience of a NOC environment

Communication Skills; English and procedural documentation

• Customer facing and/or Global NOC experience

• VoIP network and service trouble shooting

• Operational best practices (ITIL) for change management , customer communications, Incident and Event management

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do – and in the people who work here.

We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you’re interested in the power of potential, why not join us today and release yours? You can read more here about what it’s like to work at BT (https://www.bt.com/careers)

How to Apply

It’s easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don’t worry if you need to make changes – you’ll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!

Job: Technology

Title: Technical delivery professional

Location: India-India-Bangalore-Bangalore

Requisition ID: 165328