Hiring Organization / Company: Bt
Basic Salary: To Be Discussed
Employement Type: Full-Time
Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.
There are two things that we want to share with anyone considering joining us.
Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.
Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.
About this role
Provide 24x 7 technical security support. Technically resolving all Security incidents allocated, including complex security issues (Severity Incident).
The role is the primary customer contact for detailed technical questions, is customer focused, and can set up customer requirements into a working solution, if necessary together with other disciplines.
They will also be responsible for leading a team of similarly skilled engineers, providing influence and guidance of the team, ensuring all work tasks of that team are completed within contractual obligations.
The role holder is responsible to implement all critical changes .
Responsible to drive the Service request and problem task .
Responsible to peer review all changes to submit error free changes to change team.
Responsible to implement certificate related changes .
The role holder is responsible to work with tool team and to reduce the proactive incident count.
You'll have the following responsibilities
q This is a shift role, covering 24/7, job holder will be required to cover flexible working hours/shift patterns as and when required.
q Be a part of Technical Service desk team, ensuring the team are operating at their most efficient, customer service focused and ensuring all contractual obligations are met in a timely manner.
q Responsible for managing the Security related issues for customer as well as supporting issues highlighted by customer and work with other security teams.
q Manage the resolution process for all P1 & P2 and other critical incidents from inception to resolution, ensuring quick and correct assessment of the issue, including identifying the impact to a specific customers and engaging the appropriate service area to resolve the issue.
q The individual is expected to aggressively drive, facilitate and lead the technical resolution of complex and highly visible technology incidents - ensuring maximum system availability.
q The role will be accountable to help improve overall performance around managing, tracking and reporting of incidents and responsible to establish technical & business bridges/conference calls as required and involve all relevant teams/vendors/parties and to take overall ownership of the Incident until resolution.
q Responsibilities span all internal technology infrastructure, development and business support. The role will be accountable for managing incidents from discovery through recovery, fix, elimination and customer remediation.
q Provide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure of any particular incident.
q Responsible for the complete process adherence and handling of critical incidents according to SLAs.
q Liaison with Team Leaders and Team Managers of all technical experts (or support teams) to ensure swift resolution of incidents within SLA targets.
q Needs to maintain close relations with third parties, like vendors, to be able to monitor progress of reported problems, known caveats, newly available features, software upgrades and hardware products. This to be able to foresee possible conflicts and improvements to operational services.
q Take part in regular service conference calls with Service Account Management, to advise customer on possible design issues following network growth and changed user requirements.
You'll have the following skills & experience
Desired Skill Level
McAfee, F5. Cisco ASA’s , Juniper, Bluecoat, IronPort.
5 years or more experience ,CCNA, Junos certifications preferred.
Skill in managing teams of individuals to produce desired outcomes and performance.
Individual can manage one or more teams to achieve stretching performance goals whilst maintaining levels of motivation and satisfaction.
Skill in investigation, structuring information, constructing and testing hypotheses to identify root cause and reach conclusions.
Able to investigate and address the most complex technical problems working with a wide range of stakeholders.
Skill in assessing and improving service and business process performance.
Individual can assess, re-design and improve complex business processes using a range of industry standard tools and techniques drawn from methodologies such as 6 Sigma and lean.
Process & policy adherence
Capability to rigorously adhere to defined processes and stated policies in carrying out assigned tasks.
Rigorous and consistent adherence to defined processes and policies with ability to interpret such policies and processes intelligently.
Capability to identify issues and opportunities and initiate action without explicit instruction.
Consistently identifies requirement for proactive action and takes such action correctly and effectively.
Attention to detail
Capability to pay close attention to details of requests and deliverables and instructions.
Errors as a result of lack of attention to detail are extremely rare. Focus on detail is integral to personality and behaviour.
Capability to recognise risks and guide actions to raise and avoid risks which may impact performance.
Instinctively identifies risks and leads others in constructing actions to mitigate.
Capability to behave and react flexibly to unexpected changes in requirements and working practices whilst maintaining performance.
Short notice changes in requirements or practices are absorbed effectively without affecting performance.
BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT
How to Apply
It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!
Job Location Information:
Location: Gurgaon, Haryana
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