JOB TITLE TEMPLATE V7.

0 Last review: July 2018

OWNER: Corporate OD Review history: New template July 2018

Job Description – [Senior Service Reliability Engineer/will change once

PFW is introduced]
Job Details
Job title DevOps Level 3 Wireless Engineer
Reports to
Business Senior Operations Manager
Global (job)
Unit
Team DDSO Location Gurgaon
Job
Hours Full Time and 24 X 7 shifts
Dimensions
Direct
NA Career Level
Reports

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 Business Unit/Function
We are in an incredibly competitive industry and it’s not just the technology that’s important, but the world of promise it
creates for our customers. We live and work in a connected world where people want seamless service, great products and
the best connectivity there is, as well as continually expecting more and more from us, and rightly so. Technology is BT’s
powerhouse, with our expert technologists, we have a unique position in BT. By bringing together our technical and
commercial expertise, and our insight and passion for customer experience, we help BT stand out from the competition. With
the best networks and smart innovative products, combined with a personal experience, it sets us apart from the pack.

Innovation drives everything we’ve done since BT started in 1846. Coming up with new ideas and developing new
technologies is central to our future. We want to improve people’s lives for the better in welcome, relevant and affordable
ways and we’ll be fast to market with an effortless experience to match. We will continue to focus on developing our
converged network capabilities which will give customers seamless connectivity. Our skilled people will lead this technological
revolution, not only for our customers but for the industry across the Globe, truly making customers our heartbeat.

In Technology, we’re creating an inclusive working environment where people from all backgrounds can succeed. We value
different perspectives, skills and experiences. We’re happy to consider ways of working that will mean you can perform at
your best.

Why this job matters

Third Line Engineer delivers excellent customer services, experts in technical skills such that customers that they
contact/contact them are left ‘delighted’ with the experience. Provide in-depth technical support to desk and to customers
through deep technical investigations .Own Incident, Problem, Event and SACM activities as part of the multi skilled role.
Assessment of technical risk and To actively support, at all times, company policy and best practice in the area of security,
with particular emphasis on the protection of sensitive customer information.

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JOB TITLE TEMPLATE V7.0
OWNER: Corporate OD
What I’ll be doing – your accountabilities
 Effectively managing the Incidents Lifecycle’s - esp.
P1/P2 & Aged Incidents
 Weekly review of Quality Parameters and key KPIs
(WFM Adherence/PCA30/RFT).
 Calls Handling (P1/CIM/Critical Stakeholder calls)
 Quality of Incidents and Emails should be good along
with incident closures with appropriate RFOs
 Candidate should be capable of confidently delivering
trainings to SREs and build active coaching plans with a
vision to upskill SREs.
 Responsible for leading complex and critical issues with
require strong technical expertise.
 Provide 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
 Support supplier activities where every L3 involvement
is required
 Proactive and effective jeopardy management, including
accurate adherence to the escalation process
 Identification of underlying problems and driving
through problem management to resolution (PM)
 Participating in technical training, knowledge sharing
and creating Knowledge management articles
 Proactively raise improvement opportunities, and own
small, incremental bugs to completion. Performing
enhanced diagnostics on standard products for complex
issues as well as for products that demand specific
technical knowledge.
Business Impact:
 High impact on customer satisfaction and retention of
contracts
Version 7.0 (11 July 2018)
Last review: July 2018
Review history: New template July 2018
Skills required for the job
Qualifications:
 Good written and speaking English.
 ITIL Foundation highly desirable
 CCIE Wireless (or similar level of knowledge) mandatory
 CWNA, Meraki Wireless mandatory
Technical Skills/Experience:
 At least 5-6 years relevant experience
 Expert level understanding on available Wireless
technologies.
 Professional level knowledge of Cisco Wirelss/Meraki
Wirelss/Arista Wireless/Aruba/HP Wireless technologies.
 Professional level knowledge of Datacenter wireless
infrastructure.
 Full level of Understanding of the BT products solutions to
a solid ‘basic’ level (e.g. same as Sales roles) and in depth
BT's operational/service processes would be beneficial
 Solution designing and multi-layer troubleshooting
 Technical knowledge of ISE would also required.
 Expert level Technical understanding of architecture and
design flows
 Ability to organize and attend on international conference
call and discuss technical issues
 Experience in operation of end to end customer solutions
Soft Skills :
 Excellent communication, Interpersonal and Negotiation
skills - internally, analytical thinking and customer facing
 Self-starter, able to work with minimal guidance and
supervision
 Team-player with good coaching skills, eager to learn and
also share skills and experience
 Enthusiastic and pro-active with a desire to improve service
for the customer, and other internal users
 Keen learner and support CI environment
 Stakeholder management (Account Team) with internal and
external customers