7/5/23, 12:31 PM Fwd: Campus Placement Call | | Koenig Solutions | | British Telecom - officetnp@[Link].
in - JC Bose University of Science and …
Greetings from Koenig Solutions Private Ltd.!!
We are glad to get associated with you for campus placement. We are one of the leading IT training organizations in the
world. Known for its unusual offerings, Koenig is spurring competition, meeting unmet needs of customers, creating jobs,
and supplementing talent pools globally. Koenig is present in USA, Canada, UK, South Africa, Dubai, India, Singapore,
and Australia.
We are seeking campus placement for following profiles mentioned below :-
British Telecom
Job Description – [Service Reliability Engineer/will change once PFW
is introduced]
Job Details
Job title Service Reliability Engineer
Reports to (job) Team Leader
Business Unit Global
Team Service Operations Location Gurgaon / Kolkata
Job
Hours Full time and 24 X 7 shifts
Dimensions
What I’ll be doing – your accountabilities Skills required for the job
Providing in-depth technical support to Qualifications:
customers through monitoring, localisation and
remote repair ITIL Foundation highly desirable
Technical understanding of ‘solution’ level CCNA (or similar level of knowledge)
offerings, with ability to continually develop
knowledge with new offerings
Skills/Experience:
Technically aware customer service engineers
who demonstrate excellent customer care skills
Full level understanding on 2-3 technologies or Expert level
(e.g. owning, driving and communicating) such
understanding on 8-15 technologies
that customers that they call/call them are left
Basic level understanding of LAN/WAN/WLAN/BGP/MPLS/OSPF/
"delighted" with the experience
EIGRP/DMVPN/IPSEC/Voip/ISDN/ SIP/Cloud technologies
Cooperating with other levels of support
(Technical Hubs, Platform teams and Suppliers) Ability to manage the network issues and provide 1st level network
Manage supplier activities (e.g. proactively support to customer which require basic skills to work on reactive and
driving/escalating 3rd party agents to dispatch proactive incidents for network devices
and repair faults to meet our service level Basic level of understanding of Cisco Data(Routing and Switching),
agreements) Cisco Access Points, Cisco WLC, Cisco Leaf and Spines, Cisco APIC)
Contributing knowledge and experience to help and F5 Load balancers
improve processes and systems through Responsible to work on new service requests like addition of new
continuous improvement network assets for data platform which requires hardware and
Proactive and effective jeopardy management, configuration changes.
including accurate adherence to the escalation Ability to manage the resolution process for all incidents, ensuring
process quick and correct assessment of the issue, including identifying the
Identification of underlying problems and impact to a specific customers and engaging the appropriate service
driving through problem management to area to resolve the issue
resolution (PM) Basic level of understanding of ISO 20000
Support Event Management team in proactive Full level of Understanding of the BT products solutions to a solid
event analysis to identify trends requiring ‘basic’ level (e.g. same as Sales roles) and in depth BT's
attention from event management or problem operational/service processes would be beneficial
management (EM & PM) by providing constant Solution monitoring and multi-layer troubleshooting
inputs where applicable. Intermediate level Technical understanding of architecture and design
Capture, analyse and report inventory related flows
issues as part of BAU incident management to Ability to organize and attend on international conference call and
SACM/SRMs so that a cleanse of asset and discuss technical issues
configuration items (SACM) be performed. Experience in operation of end to end customer solutions
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7/5/23, 12:31 PM Fwd: Campus Placement Call | | Koenig Solutions | | British Telecom - officetnp@[Link] - JC Bose University of Science and …
Ensuring adherence to SLAs by all teams Excellent communication, Interpersonal and Negotiation skills -
involved in resolution, and keeping the internally, analytical thinking
customer informed proactively and customer facing
Participating in technical training, knowledge Self-starter, able to work with minimal guidance and supervision
sharing and creating Knowledge management Team-player eager to learn and also share skills and experience
articles Enthusiastic and pro-active with a desire to improve service for the
customer, and other internal users
Attends and contributes to team stand-up Keen learner and support CI environment
meetings and problem solving sessions. Eager to Stakeholder management (Account Team) with internal and external
collaborate and share knowledge with other customers
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)
This acts as First point of contact for the
customers and has exhaustive stakeholder
management , which keep us exposed day in
and out close to customer and services team
Delegating duties/Tasks with in team members.
Weekly review of Quality Parameters and key
KPIs (WFM Adherence/PCA30/RFT).
Functional mailbox management.
Calls Handling (P1/CIM/Critical Stakeholder
calls)
Quality of Incidents and Emails should be good
along with incident closures with appropriate
RFOs
Ensure all DR’s are following the Published
Processes when working on ITIL functions and
make regular checks to enforce this.
Business Impact:
High impact on customer satisfaction and
retention of contracts
Connected leaders behaviours Experience you would be expected to have
Select the 3 Connected Leaders behaviours Describe the experience that an individual in this role is likely to
most suitable to the job. Refer to the have.
Connected Leaders site on the Academy for
more information on the BT Connected Leaders Say MANDATORY or PREFERRED for each experience.
framework and for the list of 8 Connected
Leader behaviours.
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7/5/23, 12:31 PM Fwd: Campus Placement Call | | Koenig Solutions | | British Telecom - officetnp@[Link] - JC Bose University of Science and …
Connected leader behaviour 1
Connected leader behaviour 2
Connected leader behaviour 3
Key decisions
Able to make most decisions. Refers non-standard
customer queries/escalations upwards
Eligibility Criteria – [Link] (Specialization in Networking) Batch 2023&2024
Apprenticeship - 30K per month
After 1 year -Performance review will take place - then CTC structure
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