We are looking for an experienced Service Reliability Engineer to join our diverse team at BT Group in Kolkatta.
Growing your career as a Full Time Service Reliability Engineer is a fantastic chance to develop productive skills.
If you are strong in project management, critical thinking and have the right personality for the job, then apply for the position of Service Reliability Engineer at BT Group today!

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT .

Purpose of the role

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.

Responsibility

Providing in-depth technical support to customers through monitoring, localisation and remote repair
Technical understanding of ‘solution’ level offerings, with ability to continually develop knowledge with new offerings
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
Cooperating 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 improvement
Proactive and effective jeopardy management, including accurate adherence to the escalation process
Identification 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 proactively
Participating in technical training, knowledge sharing and creating Knowledge management articles
Attends and contributes to team stand-up meetings and problem solving sessions. Eager to collaborate and share knowledge with other team members.
Proactively raise improvement opportunities, and own small, incremental bugs to completion.
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), NPS
Effectively managing the Incidents Lifecycle’s - esp. P1/P2 & Aged Incidents
*Queue Management( Proactive /Reactive triage management)

Who is the BT Group
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..

Benefits of working as a Service Reliability Engineer in Kolkatta:

● Excellent benefits
● Advancement opportunities
● Advantageous package

📌 Service Reliability Engineer - Hiring Fast (Kolkata)
🏢 Important Company of the Sector
📍 Kolkata