Job Title: Technical Management Professional

Req ID: 62958

Job Function: Service

Posting Start Date: 05/10/2026

Posting End Date: 05/10/2026

Division: UK Business

Job Location: IND Gurugram - Tower B and C

Advertised Salary: Competitive

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About The Role

Act as a Subject Matter Expert (SME) for Enterprise Network technologies, providing technical leadership and guidance across Routing, Switching, Wireless, and SD-WAN environments.

Lead the technical resolution of Major Incidents (P1/P2), ensuring rapid service restoration while minimizing business impact.

Drive Incident Management activities, including escalation handling, stakeholder communication, bridge management, and service recovery coordination.

Perform detailed Root Cause Analysis (RCA) for major outages and service disruptions, identifying corrective and preventive actions.

Provide expert-level troubleshooting and support for complex network issues involving LAN, WAN, Wireless, and SD-WAN technologies.

Collaborate with cross-functional teams,



vendors, TAC engineers, and customer stakeholders to resolve critical service issues.

Engage effectively with customers and senior stakeholders, providing timely updates, technical explanations, and service improvement recommendations.

Apply ITIL best practices across Incident, Problem, Change, and Service Management processes.

Monitor service performance, SLA adherence, and operational risks, proactively driving service improvements.

Support escalation management by coordinating resolver groups and ensuring timely resolution of business-critical incidents.

Contribute to problem management initiatives by identifying trends, recurring issues, and opportunities for permanent fixes.

Prepare technical documentation, operational reports, RCA reports, knowledge articles, and process improvements.

Demonstrate robust problem-solving skills, analytical thinking, and decision-making abilities in high-pr

📌 Technical Management Professional (India)
🏢 BT Group
📍 India