Config Support Specialist
Job Req ID: 18065
Posting Date: 15 Jun 2023
Function: Customer Service
Location:
Jogeshwari (E), Mumbai, India
Salary: competitive
Recruiter: Jivanshu Singh
Hiring Manager: Gagan Sabarwal
Career Grade: E
Internal Closing Date: 20-Jun-23
Why BT…
We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers – those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.
Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.
Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.
Why this Business Unit/Function
With customers in 180 countries, we’re a leading global business communications provider. We have 17,000 people serving multinational companies, proving the services they need to create the digital transformation of their businesses.
Thanks to our portfolio strategy, the Cloud of Clouds, we provide high-performance, integrated and secure network and IT infrastructure services to global customers. It means our customers can connect easily and securely to the applications and data they need, wherever they are in the world.Our Digital GS strategy we are moving to will help create a better future for GS and our people. With a business focused around a global customer base and a portfolio of scalable repeatable solutions, supported by outstanding customer service and market-leading security.
To deliver it we need to focus where we can be brilliant, be more straightforward to do business with and meet customer needs with greater agility. This will help us to become a more profitable, predictable and customer-focused business.
BT Radianz focuses on the global investment market and is a leader in its space. In joining this team, you will be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity that takes a genuine and proactive interest in your progress and development.
Key Decisions
Customer satisfaction – episode Net Promoter Service metrics corporate
Service Delivery – operational performance at corporate level (e.g. Priority Assistance, Customer Right First , Service Level Agreements (e.g. in process metrics cycle times including Quality control)
Key Responsibilities
You have to provide the technical support for RFT improvement of Migration and RTT. As per Business needs you have to support Nights Shifts as well. Work with other vendors and teams for reducing Short notice requests.
You will need to validate any RTT and Migration Failure and check the existing running configurations, assist and notify the customer and other teams proactively in order to fill up any process or knowledge gaps to improve the RFT.
Should have experience in WAN/LAN and WLAN
The configuration and troubleshooting of routing (Specially BGP, MPLS) and switching equipment
The configuration and troubleshooting for Wireless
Undertaking data network fault investigations in local and wide area environments, using information from multiple sources;
Work with PM and CDP for educating them in order to reduce incorrect/incomplete bookings
To be successful in this role, you must be a motivated and quick learner , possess strong customer service experience and technical problem solving skills; and be someone who embraces challenges.
Guide and support our stakeholders to achieve RFT performance, customer experience expectations and quality standards within budget. Analyse last min cancellations and work with other parties to reduce these cancellations network problems and outages, scheduling upgrades and collaborating with network architects on network optimisation;
Undertaking data network fault investigations in local and wide area environments, using information from multiple sources;
Skills Required
Hands-on knowledge for network configuration delivery including creation of LLD, config scripts auto/manual for data network comissioning,amend and transformation projects and LAN & WAN modifications.
Knowledge of CISCO routing and Switching up to CCNP level including-VLAN, MAC address binding & ARP table, Sticky MAC address, Port-channel configuration, Trunk Port, SNMP, PoE, Access List, Port mirroring, IP Helper Addressing, Static & Dynamic Routing, IP Accounting and Collection of Data, NAT, PAT, DHCP, HSRP and GLBP, Policy based routing.
Perform network troubleshooting to isolate and diagnose common network problems too. Expert understanding of protocols, applications, tools , products and services-TCP/IP,EIGRP, BGP, OSPF,ethernet,ADSL,LeaseLine etc.
Adding and Claiming new device
Leadership Behaviours
Motivate – Empowers and Coaches Others : Co-creates a motivating team vision to provide direction in the face of ambiguity.
Works collaboratively to set clear goals and success measures aligned to strategy to support collective ownership.
Works to remove organisational barriers to collaboration to enable teams to achieve goals.
Respectfully explores the perspectives and ideas of others to foster trusting relationships cross functionally.
Facilitates team discussions to explore ideas and challenge assumptions.
Works to define clear roles and responsibilities within the team to support the achievement of goals.
Accelerates Change, Drives Speed and Agility
Experience
Process Knowledge as per industry best practices e.g. ITILV3,CMMI etc.
Service Now, Expedio, HPSM , Citrix and RPA/AI or any Language (python) etc. Telecom/IT Services etc.
Relevant experience in Leading diverse Projects/teams
Implementation/Delivery/L3 Incident Management/Service Operations Experience
Certifications Cisco Expert Routing & Switching, Wireless
6 to 8 + years demonstrated experience (i.e. considered a specialist in field)
Why this job matters
The Technical Delivery Professional supports the implementation of technical solutions from initial scope to delivery, ensuring adherence to roadmap, time and budget constraints.
What you’ll be doing
Supports full cycle delivery of commercial outcomes for technology developments and solutions.
Supports the resolution of risks and issues relating to delivery and any impacts on related components or teams.
Supports the collaboration across a range of internal and external stakeholders to resolve issues, update on progress and achieve benefits.
Supports with multiple complex medium sized technical deliveries and/ or a single large technical delivery.
Supports the monitoring of all actions and activities, from scope to delivery, to ensure adherence to technical roadmap and time and budget constraints.
Supports the implementation of improvement of process and service performance and suggest and implement changes to how the team operates.
Supports the resolution of technical delivery problems.
Participates in a diverse team to deliver medium-sized, technical projects within a specific domain which enable benefits for customers across a portfolio of projects.
The skills you’ll need
Negotiation
Presenting/Demonstrating
Program Increment Planning/Big Room Planning
Agile Methodologies
KPI/Metric Monitoring
Requirements Gathering
Service Level Agreement Management
Requirements Management
Stakeholder Management
Lean Portfolio Management (LPM)
Project/Programme Management
Our leadership standards
Looking in:
Leading inclusively
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
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.
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