<p><strong>Service Reliability Engineer: Voice: For BT Gurugram.</strong></p><p><br></p><p><strong>Skills required for the job</strong></p><p><br></p><p>Experience: <strong>1 to 2 years Max</strong></p><p><strong><u> </u></strong></p><ul><li><strong>At least 12 months relevant experience</strong></li><li>Full level understanding on 2-3 technologies</li><li>Should be having <strong>good knowledge on Cisco IPT and UCCE</strong></li><li><strong>Good understanding of Voice Gateways & SBCs </strong></li><li>Good understanding of voice protocols like SIP.</li><li><strong>Basic understanding on Genesys, Five9, MS Teams & Cisco UCCE platform.WFM,Pure Cloud, EGain, webchat</strong></li><li>Good understanding on recording solutions like Verint etc.</li><li>Basic knowledge of Call centre systems, voice applications, voice gateways, voice gatekeepers, IP phones, Jabber, Webex, desk phones and softphones</li><li>Ability to organize and attend on international conference call and discuss technical issues</li><li>Experience in operation of end to end customer solutions</li><li>Excellent communication, Interpersonal skills - internally, analytical thinking</li><li>Self-starter, able to work with minimal guidance and supervision</li><li>Team-player eager to learn and also share skills and experience</li><li>Enthusiastic and pro-active with a desire to improve service for the customer, and other internal users</li><li>Keen learner and support CI environment</li><li>Stakeholder management (Account Team) with internal and external customers</li></ul><p><br></p><p><strong>Interested applicants , Please share the below details and resume at <em>aparajita.senmajumder@bt.com</em></strong></p><p><br></p><p><strong> </strong></p><p><strong>Total Experience: . </strong></p><p><strong>Relevant Exp:</strong></p><p><strong>Current CTC:</strong></p><p><strong>Expected CTC: </strong></p><p><strong>Notice Period: </strong></p><p><strong>Contact Number: </strong></p><p><strong>Current Location: </strong></p><p><strong>Are you willing to work from Gurgaon: Yes/No:</strong></p><p><br></p><p><strong>What I’ll be doing – your accountabilities</strong></p><p><br></p><ul><li>Providing in-depth technical support to customers through monitoring, localisation and remote repair</li><li>Technical understanding of ‘solution’ level offerings, with ability to continually develop knowledge with new offerings</li><li>Technically aware customer service engineers who demonstrate excellent customer care skills (e.g. owning, driving and communicating) such that customers that they call/call them are left "delighted" with the experience</li><li>Cooperating with other levels of support (Technical Hubs, Platform teams and Suppliers)</li><li>Manage supplier activities (e.g. proactively driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)</li><li>Contributing knowledge and experience to help improve processes and systems through continuous improvement</li><li>Proactive and effective jeopardy management, including accurate adherence to the escalation process</li><li>Identification of underlying problems and driving through problem management to resolution (PM)</li><li>Support Event Management team in proactive event analysis to identify trends requiring attention from event management or problem management (EM & PM) by providing constant inputs where applicable.</li><li>Capture, analyse and report inventory related issues as part of BAU incident management to SACM/SRMs so that a cleanse of asset and configuration items (SACM) be performed.</li><li>Ensuring adherence to SLAs by all teams involved in resolution, and keeping the customer informed proactively</li><li>Participating in technical training, knowledge sharing and creating Knowledge management articles</li><li>Attends and contributes to team stand-up meetings and problem solving sessions. Eager to collaborate and share knowledge with other team members.</li><li>Proactively raise improvement opportunities, and own small, incremental bugs to completion.</li><li>Understands and support the cycle of team customer-outcome deliveries as part of the Agile improvement process.</li><li>Focused to work in accordance to contractual SLA and BT Service Assurance KPI’s for Netco Model office like FCR (First Contract Resolution ) and MTTR (Mean Time to repair), NPS</li><li>Effectively managing the Incidents Lifecycle’s - esp. P1/P2 & Aged Incidents</li><li>*Queue Management( Proactive /Reactive triage management)</li><li>This acts as First point of contact for the customers and has exhaustive stakeholder management , which keep us exposed day in and out close to customer and services team Delegating duties/Tasks with in team members.</li><li>Weekly review of Quality Parameters and key KPIs (WFM Adherence/PCA30/RFT).</li><li>Functional mailbox management.</li><li>Calls Handling (P1/CIM/Critical Stakeholder calls)</li><li>Quality of Incidents and Emails should be good along with incident closures with appropriate RFOs</li><li>Ensure all DR’s are following the Published Processes when working on ITIL functions and make regular checks to enforce this.</li></ul><p><br></p><p><strong><u>Business Impact:</u></strong></p><ul><li>High impact on customer satisfaction and retention of contracts</li></ul><p><br></p><p><strong><u>Qualifications:</u></strong></p><ul><li>ITIL Foundation highly desirable</li><li>CCNA (or similar level of knowledge)</li></ul><p><br></p><p><br></p><p><strong>Interested applicants , Please share the below details and resume at <em>aparajita.senmajumder@bt.com</em></strong></p><p><br></p><p><strong> </strong></p><p><strong>Total Experience: . </strong></p><p><strong>Relevant Exp:</strong></p><p><strong>Current CTC:</strong></p><p><strong>Expected CTC: </strong></p><p><strong>Notice Period: </strong></p><p><strong>Contact Number: </strong></p><p><strong>Current Location: </strong></p><p><strong>Are you willing to work from Gurgaon: Yes/No:</strong></p><p></p>