Senior Service Reliability Engineer

SSRE Senior Service Reliability Engineer

Recruiter: Jivanshu Singh

Hiring Manager: Sidhartha Gupta

Career Grade: F

Internal Closing Date: 22-Feb-24

Location: Kolkata

Purpose of this role

The WAN/MAN/TPNC 2nd Line Operations team is responsible for ensuring the performance of the global customer WAN/MAN/TPNC network and maintaining the processes to be able to accommodate significant changes to it. The objective of this role is to support the Customer Service Desk and the BT Regional Onsite Support teams in providing high-quality, cost-effective WAN/MAN/TPNC services support and management to the customer globally. Further objectives include the development of technical solutions to meet business requirements, according to the pre-defined standards.

Responsibilities:

• Advanced Troubleshooting on Cisco WAN/MAN/TPNC Routers
• Implementation and change management of WAN/MAN/TPNC changes (e.g. OS upgrades) and ensure all work is carried out to a high standard.
• Handle incident events (L2) and Incident/Problem escalation according to the defined standards
• Provide Technical Support during major incidents and troubleshooting assistance for complex operational issues impacting network performance.
• Provide Root Cause Analysis for Low, Medium and High Severity Incidents.
• Responsible to document all Troubleshooting activities into the incident record/ticket.
• Co-ordinate with onsite operation teams to resolve regional/global problems.
• Further development of existing network infrastructure
• Provide a technical point of contact between user/IT groups to ensure effective support.
• Project collaboration with Implementation and Engineering teams
• Interface to external vendors to ensure high standard of fault resolutions.
• Develop good technical awareness of new product developments in emerging technologies.
• Manage own work effort effectively with minimum supervision.
• Work on own initiative, recommending and implementing improvements to the network.
• Mentoring and raising the technical skills of level 1 engineers
• Risk Analysis and Validate Changes to minimize the impact.
• Assist with internal and external audit requests.
  
  

Accountabilities:

• A minimum of four years of experience working in a network control environment and experience in all of the following areas:
• Good understanding of all key technologies in Data Networks including traditional WAN and SD WAN and knowledge of Cisco products including Cisco's SD WAN (Viptela) technology
• Routing protocols (e.g. EIGRP, BGP, OSPF)
• OSI & TCP/IP Network protocol architecture, Layering benefits and concept, functions of different layers, switches and LAN design, VLAN's, VTP, STP, RSTP, MSTP.
• Cisco Router & Switch experience with emphasis on IOS / CatOS, NxOS.
• Excellent knowledge in Nexus Technologies (OTV, VPC, FABRICPATH) & Hardware (7K, 5K, 2K etc).
• First hop redundancy protocols (i.e. HSRP, VRRP, GLBP etc)
• Experience in Cisco products is essential (e.g. ISR G3, ASR 1000, vEdge 2000/5000)
• Good troubleshooting skills on QoS technologies on Layer 3
• Strong problem solving and analytical skills.
• Strong understanding of TCP/IP
• Transmission (Microwave and DWDM)
• Familiar with Monitoring tools (e.g. Smarts, SevOne)
• Familiar with NGSD and Service Now for Incident/Change Management
  
  

Certifications & Experience

• Degree in IT (Networks or Telecommunication preferred)
• Minimum of 4-6 years of experience in an Enterprise Network environment
• Experience in the financial industry preferred.
• In addition, the jobholder will need to have had hands-on experience with Network General Sniffers (e.g. Niksun) and a good understanding of all network protocols (e.g. TCP/IP & UDP, SNMP, FTP, TFTP, SSH, IPSec, IPSLA, NTP)
• Cisco Certified Network Professional (CCNP) or equivalent
• Good Communication skills, be an active listener, quick ability to diagnose the customer pain area.
• Ability to Socialize and Network with Customers and Vendors.
• Implement a change in accordance with change plan.
• Full level of Understanding of the BT products solutions to a solid basic level and in-depth BT's operational/service processes would be beneficial.
• Solution monitoring and multi-layer troubleshooting
• Intermediate level technical understanding of architecture and design flows
• 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 and Negotiation skills - internally, analytical thinking
• and customer facing
• 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
  
  

Performance Criteria

The performance of the candidate performing this role will be measured by the following criteria:

• Delivery of specifications within allocated timeframes according to function standards
• Successful management and prioritization of wide range of tasks
• Quality of technical capabilities
• Effectiveness of the relationship with user groups/IT department
• Customer facing skills (good inter-personal and communications skills
  
  

Technical/Business Skills & Knowledge

The jobholder must be skilled in fault finding and analysis for the technologies mentioned above. They would also need good communication and interpersonal skills in order to successfully deal with senior users. Project management skills will be required as the jobholder will be responsible for proactive improvement projects within the operation teams.

Problem solving

• Skill in investigation, structuring information, constructing and testing hypotheses to identify root cause and reach conclusions.
• Able to investigate and address technical problems working with a wide range of stakeholders.
  
  

Process improvement

• Skill in assessing and improving service and business process performance.
• Individual can assess, re-design and improve business processes using a range of industry standard tools and techniques drawn from methodologies.
  
  

Process & policy adherence

• Capability to rigorously adhere to defined processes and stated policies in carrying out assigned tasks
• Rigorous and consistent adherence to defined processes and policies with ability to interpret such policies and processes intelligently.
  
  

Proactivity

• Capability to identify issues and opportunities and initiate action without explicit instruction
• Consistently identifies requirement for proactive action and takes such action correctly and effectively.
  
  

Attention to detail

• Capability to pay close attention to details of requests and deliverables and instructions.
• Errors as a result of lack of attention to detail are extremely rare. Focus on detail is integral to personality and behaviour
  
  

Risk awareness

• Capability to recognise risks and guide actions to raise and avoid risks which may impact performance.
• Instinctively identifies risks and leads others in constructing actions to mitigate.
  
  

Flexibility

• Capability to behave and react flexibly to unexpected changes in requirements and working practices whilst maintaining performance.
• Short notice changes in requirements or practices are absorbed effectively without affecting performance.
  
  

Client Interface / Peering

• Collaborative working with the client and other BT teams to determine the nature of Data faults in order to resolve open Incidents and problems.
• Collaborative working with peers across the Eco System partners and BT
  
  

Principle Working Relationships: (internal/external customers and suppliers)

Customers:

Internal:

BT regional/global teams

Suppliers:

External:

External:

Customer

3rd party vendors

Why this job matters

The Advanced Network Technician delivers hardware, configuration and fiber connectivity of interdependent scaling projects across several client locations.

What You'll Be Doing

1 - Delivers critical customer technical support for network, hardware, and infrastructure development.

2 - Executes across technical areas including systems requirements data analysis, engineering, systems design, systems development, computer programming, systems testing and deployment, quality assurance, configuration management, and systems documentation.

3 - Analyses user interfaces, maintains network, hardware, and software performance tuning, analyses workload and computer usage, maintains interfaces with outside systems, and analyses proposed system modifications and upgrades.

• Defines the problem and develops system requirements and specifications.
• Prepares required documentation including program-level and user-level documentation; enhances existing software systems.
• Manages work and priorities through ticketing system and workflow.
• Collaborates with various stakeholders to remove project obstacles.
• Troubleshoots networking, routing and interconnectivity issues, including troubleshooting of network device configuration and low to mid-level application interaction.
• Participates in the migration, basic configuration and rollout of new or upgraded hardware.
• Delivers support to include project management tasks, meeting facilitation, and ad hoc duties as needed.
  
  

11 - Executes and delivers within standardised procedures in order to achieve objectives and the vision of the Network Engineering team.

The Skills You'll Need

Troubleshooting

Customer Service

Escalation Management

Continuous Improvement

Network Delivery

Vendor Management

Network Security

Network Testing

Network Configuration

Technical Documentation

Network Integration

Network Implementation

Requirements Management

Incident Management

Event Planning

Decision Making

Growth Mindset

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.

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.