Why this job matters
Front line, technical customer service agents who demonstrate excellent customer care skills (e.g. owning, driving, communicating/updating and living the 3 BT values) such that customers that they contact/contact them are left ‘delighted’ with the experience.Providing in-depth technical support to customers through solution monitoring, localisation and remote repair. Undertake Incident, Problem, Event and SACM activities as part of the multi skilled role.
What You’ll Be Doing
Lead who can govern the contractual SLA and BT Service Assurance KPI’s for Netco Model office like FCR (First Contract Resolution ) and MTTR (Mean Time to repair), NPSCandidate should have good Technical Knowledge on cisco portfolio (CCNP) r& s He should be capable of understanding Contract Design /Traffic Flow of various contracts supported under NetcoPerson should be skilled in Stakeholder Management and can lead priority calls along with Contract reviews along with reporting.He should be responsible for leading complex and critical issues with require strong technical expertise.Providing in-depth technical support to customers through monitoring, localisation and remote repairTechnical understanding of ‘solution’ level offerings, with ability to continually develop knowledge with new offeringsTechnically 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 experienceCooperating with other levels of support (Technical Hubs, Platform teams and Suppliers)Manage supplier activities (e.g. proactively driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)Contributing knowledge and experience to help improve processes and systems through continuous improvementProactive and effective jeopardy management, including accurate adherence to the escalation processIdentification of underlying problems and driving through problem management to resolution (PM)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.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.Ensuring adherence to SLAs by all teams involved in resolution, and keeping the customer informed proactivelyParticipating in technical training, knowledge sharing and creating Knowledge management articlesAttends and contributes to team stand-up meetings and problem solving sessions. Eager to collaborate and share knowledge with other team membersProactively raise improvement opportunities, and own small, incremental bugs to completion. Performing enhanced diagnostics on standard products for complex issues as well as for products that demand specific technical knowledge.Understands and support the cycle of team customer-outcome deliveries as part of the Agile improvement process.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), NPSEffectively managing the Incidents Lifecycle’s - esp. P1/P2 & Aged Incidents
- Queue Management (Proactive /Reactive triage management)
Weekly review of Quality Parameters and key KPIs (WFM Adherence/PCA30/RFT).Calls Handling (P1/CIM/Critical Stakeholder calls)Quality of Incidents and Emails should be good along with incident closures with appropriate RFOsEnsure all DR’s are following the Published Processes when working on ITIL functions and make regular checks to enforce this.Candidate should be capable of confidently delivering trainings to SREs and build active coaching plans with a vision to upskill SREs.
Skills
Degree/Diploma or equivalentITIL Foundation highly desirableCCNP (or similar level of knowledge) mandatory
Skills/Experience:
At least 4-5 years of relevant experience with problem solving capability in independent role ( large and complex customers in NOC environment preferred )Full level understanding on 2-3 technologies or Expert level understanding on 8-15 technologiesExpert level understanding of LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/DMVPN/IPSEC/VOIP/ISDN/ SIP/SDWAN Cloud technologiesIntermediate level of Cisco Data(Routing and Switching), Cisco Access Points, Cisco WLC, Cisco Leaf and Spines, Cisco APIC) and F5 Load balancersAbility to aggressively drive, facilitate and lead the technical resolution of complex and highly visible technology incidents and ensuring maximum system availabilityExperience in handling requests like addition of new network assets for data platform which requires hardware and configuration changesBasic level of understanding of ISO 20000, ISO 27001 & ISO 9001Full level of Understanding of the BT products solutions to a solid ‘basic’ level (e.g. same as Sales roles) and in depth BT's operational/service processes would be beneficialSolution monitoring and multi-layer troubleshootingIntermediate level Technical understanding of architecture and design flowsAbility to organize and attend on international conference call and discuss technical issuesExperience in operation of end to end customer solutionsExcellent communication, Interpersonal and Negotiation skills - internally, analytical thinking and customer facingSelf-driven, able to work with minimal guidance and supervisionTeam-player with good coaching skills, eager to learn and also share skills and experienceEnthusiastic and pro-active with a desire to improve service for the customer, and other internal usersKeen learner and support CI environmentPeer & stakeholder managementAbility and willingness to coach the 1st line team(s) whenever required
About Us
BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.
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.We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
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.
