Service Reliability Engineer

Service Reliability Engineer

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.

SRE

Key Skills – BGP/HSRP/LAN/WAN/Cisco/IP/Routing/Switching/SDWAN

Key Responsibilities

• This is a shift role, covering 24/7, job holder will be required to cover flexible working hours/shift patterns as and when required.
• Be a part of Technical Service desk team, ensuring the team are operating at their most efficient, customer service focused and ensuring all contractual obligations are met in a timely manner.
• Responsible for managing the Security related issues for customer as well as supporting issues highlighted by customer and work with other security teams.
• Manage the resolution process for all P1 & P2 and other critical incidents from inception to resolution, ensuring quick and correct assessment of the issue, including identifying the impact to a specific customer and engaging the appropriate service area to resolve the issue.
• The individual is expected to aggressively drive, facilitate and lead the technical resolution of complex and highly visible technology incidents - ensuring maximum system availability.
• The role will be accountable to help improve overall performance around managing, tracking and reporting of incidents and responsible to establish technical & business bridges/conference calls as required and involve all relevant teams/vendors/parties and to take overall ownership of the Incident until resolution.
• Responsibilities span all internal technology infrastructure, development, and business support. The role will be accountable for managing incidents from discovery through recovery, fix, elimination and customer remediation.
• Provide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure of any particular incident.
• Responsible for the complete process adherence and handling of critical incidents according to SLAs.
• Liaison with Team Leaders and Team Managers of all technical experts (or support teams) to ensure swift resolution of incidents within SLA targets.
• Needs to maintain close relations with third parties, like vendors, to be able to monitor progress of reported problems, known caveats, newly available features, software upgrades and hardware products. This to be able to foresee possible conflicts and improvements to operational services.
• Take part in regular service conference calls with Service Account Management, to advise customer on possible design issues following network growth and changed user requirements.