Technical delivery professional
BT Wholesale
Gurugram, IN
2d ago

What you'll be doing

Have knowledge of the IPT / HCS platforms and understand how it fits into the OCC product.

You will be required to work on a rotational shift.

Responsible for the provision, modification and ceasing of BT’s Cisco Voice over IP services.

Provisioning all aspects of the HCS platform, which includes environment, site, users and additional features and functionality i.

e. Auto Attendant, Operator Console.

Provide regular progress updates to the service delivery manager during the platform / site build phase and to line management for MACs updates, create and maintain HCS project logs.

Carryout cut-over’ activities at the customer agreed date and time.

Manage snagging issues for each new customer location through to resolution.

Use and follow the provisioning tools and end to end provisioning process to ensure a RFT delivery.

Focused on the reduction of customer and internal escalations through robust root cause analysis, ensuring lessons learnt are captured and improvements are implemented.

  • Actively monitor the designated queue, ensuring jobs are completed within the agreed SLA. This could be, Expedio IM, SSR, SI+ or One Siebel.
  • Identify platform improvement initiatives and engage appropriate teams in a continual mission to achieve key performance targets in reliability and RFT.

    To ensure all intrusive change activity in Infrastructure Operations is managed ensuring changes on the network are communicated to the Change Teams and ensuring the governance of activities and the risks to Customer Service is mitigated.

    To work in partnership with the Design and Platform Teams to ensure the Network is able and ready to support the product and service offerings to Customers and support Operational Readiness Testing (ORT) to ensure that new products and services can be effectively supported in-life and benefits realised.

    Due to the operational nature of the role, there is sometimes a requirement to work outside of normal hours; the preferred nature of compensation for this is TOIL but can also include overtime payments or combination of both.

    Providing cover for colleagues as required for periods of annual leave and other absence.

  • Ensuring you have the relevant system access in place to carry out day to day tasks.
  • Have the ability to prioritise own workstack taking responsibility and ownership of allocated tasks.
  • Strive towards achieving a positive customer experience, e.g. carrying out tasks RFT.
  • Update documentation with customer workarounds to ensure HCS Design, HCS L2C and T2R teams are aware.
  • Understand technical support available and how to engage this resource when carrying out provisioning work
  • Contribute towards CI (continuous improvement) within Service Operations and be able to demonstrate this.
  • Take ownership of own personal development and upskilling.
  • We'll also need to see these on your CV

  • Good understanding of procedures and application of procedures and concepts within own subject area (and understanding them in the context of the business).
  • Experienced and competent in own area.
  • Shares own expertise with others.
  • Provide guidance and support to others. Completes own role independently or with minimal supervision / guidance.
  • Has developed specialist knowledge in one area.
  • Applies knowledge / skills to a range of standard and non-standard activities. Interprets client needs, assessing the full requirements.
  • Identifies solutions to non-standard tasks / queries.
  • Awareness of internal / external business issues and best practice in own discipline which is then applied to own role.
  • Takes action to monitor and control costs within own work horizons.
  • Identifies key issues and patterns from partial / conflicting data and can take a broad perspective to problems and spot new, less obvious solutions.
  • Manages own time to meet agreed targets.

  • Develops plans for specific work activities in own area over the short-term, which may include forecasting resource requirements.
  • Adapts information / style to the audience, explaining difficult issues clearly, to establish consensus and gain agreement.
  • Creates informal networks with key contacts within own area.
  • Why choose us?

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