Technical management Professional - Bengaluru, India - BT Group

Description

Recruiter:
Jivanshu Singh

Hiring Manager:
Sachin Narkhere

Career Grade:
E
Internal Closing Date: 3-May-24Demonstrate strong knowledge of BT Global products, processes, and their delivery models.
Act as a technical

S

ubject

M

atter

E

xpert (SME) for the technical support and Incident management

ELF Incident Management:
Below is the proposed scope of support for ELF Issue Resolution –Order for any unbundled product in Closed status and date of RFS shared with customer >

5 days and

BT Solution - Standard BT underlay + Overlay DYNS productProactive jeopardy management in orders in stage 3: Provide Quality Assurance that the delivered circuits have correct interfaces which correspond to Access Supplier & customer requirements – Current Volumes to be reviewed for adding this to scope.

A)

Validate Access Circuit Handover from Supplier post Circuit delivery (cross validate if access was properly delivered as ordered as per requirement) – eq:
interface Handoffs are proper, etc;B)

Cross verify the configs in BT side (eq:
Proper NNIs, PE's, Interfaces, speed settings, VLAN tagging (when applicable), etc;Jeopardy Management (RTT or RTT + Migration Activities) - Remote support & troubleshooting– Remote Support in Troubleshooting calls with various cross functional teams and liaising with the supplier to fix installation issues (Acceptance Criteria to be defined, Ex: Site >

500 users, Top 20 Customer, Revenue Impact, HUB and DC sites, Executive offices, etc.,). Act as the Interface point for Supplier & Field Engineer interactions and provide support during RTT/Migrations.

Act as an Level3/Level4 escalation point of contact (region dependent) to liaise with local Suppliers requiring language proficiency (if any)Close collaboration with the stakeholder's team for technical support from local access supplier requiring local language proficiencyContribute to supplier service plans and a service improvement plan (where appropriate) for delivering our services right first time.

Build and enhance mutually beneficial management relationships with the regional / international suppliers and delivery teams.

Maintain internal relationships across own organizations and, where appropriate, with the wider unitsWork as enable for Config team to speed up the delivery and support on any stuck orders/tasks/activities.

Work as bridge between TDA/Customer contact/PM/CDP and suppliers for any technical issue.


Short Notice:

• Analyse and reduce short notices

Cancellations:
Analyse and reduce the cancellations to make sure we accommodate short notices/ more requests

Escalation Support:
will be supporting and coordinating on escalations, analysing the root causes and fixing those to avoid repeated issues

Supplier Tickets:
Will coordinate with CDP/SPM/Suppliers for faster resolution and analysing repeated issues and fixing those permanently

Incorrect Booking:

Working with CDP's and educating them to avoid incorrect booking, Rejections and DelaysWork towards to improve RFT for RTT and Migration/ tasks.

All learnings captured and shared with other teams to plug Gaps.

Proven hands-on network engineering experience – L2CCNA/CCNP or higherDeep understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, QoS)Excellent Communications and Problem-Solving Skills with proven track record.

Our leadership standards

Looking in:
Leading inclusively and SafelyI inspire and build trust through self-awareness, honesty and integrity.
Owning outcomesI take the right decisions that benefit the broader organisation.


Looking out:
Delivering for the customerI execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvyI demonstrate strong commercial focus, bringing an external perspective to decision-making.


Looking to the future:
Growth mindsetI experiment and identify opportunities for growth for both myself and the organisation.
Building for the futureI build diverse future-ready teams where all individuals can be at their best.