Service Reliability Engineer- Kolkata

Service Reliability Engineer-

Preferred requirement

• Freshers (Only BTech / BSC Computer are welcome)

Experienced Candidate with strong Incident Management / Engineering background preferred

Service Reliability Engineer

Role:

Why this job matters

This job encompasses of managing Service Request Management, Incident Management across managed customers and driving SLA across incidents and calls for in life customers.

The role holder is responsible for In life service performance across all managed customers as it is the first point of contact from the external customers into BT. The role has to ensure the SR, Incidents are logged, routed, diagnosed appropriately and resolved as per the SLA. As a first line engineer it's the responsibility to drive the resolution by resolving or routing and monitoring the incident age and SLAs.

What you'll be doing your accountabilities

The skills you'll need to succeed

1. Delivers critical customer technical support for network, hardware, and infrastructure development.

2. Executes across technical areas including systems requirements data analysis, engineering, systems design, systems development, computer programming, systems testing and deployment, quality assurance, configuration management, and systems documentation.

3. Analyses user interfaces, maintains network, hardware, and software performance tuning, analyses workload and computer usage, maintains interfaces with outside systems, and analyses proposed system modifications and upgrades.

4. Defines the problem and develops system requirements and specifications.

5. Prepares required documentation including program-level and user-level documentation; enhances existing software systems.

6. Manages work and priorities through ticketing system and workflow.

7. Collaborates with various stakeholders to remove project obstacles.

8. Troubleshoots networking, routing and interconnectivity issues, including troubleshooting of network device configuration and low to mid-level application interaction.

9. Participates in the migration, basic configuration and rollout of new or upgraded hardware.

10. Delivers support to include project management tasks, meeting facilitation, and ad hoc duties as needed.

11. Executes and delivers within standardised procedures in order to achieve objectives and the vision of the Network Engineering team.

Network Implementation - Intermediate

Network Delivery - Foundation

Technical Documentation - Foundation

Network Testing - Foundation

Troubleshooting - Foundation

Network Security - Foundation

Requirement Management - Foundation

Vendor Management - Foundation

Customer Service - Advanced

Network Configuration - Foundation

Network Integration - Intermediate

Incident Management - Advanced

Escalation Management - Intermediate

Event Planning - Advanced

Continuous Improvement - Foundation

Network Architecture - Foundation

Inclusive Leadership - Foundation

Decision Making - Foundation

Growth Mindset - Foundation

Accountabilities

Experience you'd be expected to have

• Leading inclusively and safely
• Owning outcomes
• Growth mindset
• Delivering for the customer

• Preferred, Strong understanding of ITIL processes (especially Incident, Request, Problem, and Change Management)
• Preferred, experience using ITSM tools like ServiceNow, BMC Remedy, NGSD
• Mandatory, Strong communication and interpersonal skills
• Mandatory, familiarity with Windows, Active Directory, VPN, Office 365, and basic networking, SDWAN