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Senior Request Management Associate

Posted: 23 May 2022 Closes: 27 May 2022
Gurugram, India competitive
Permanent & Full-time -1238702195

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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

Summary -

Provide (24X7) support to customers services which including OOH( Out of Hours Support)

As per Business requirement there could be ask for Nights Shift support Only.

As a Request Management Analyst you will be a SPOC for external, as well as BT Internal customers to share the progress on ongoing cases(SSRs) and open new cases on BT Expedio.

Considering the BAU candidate must have basic understanding about networks to progress the SSRs with fulfilment groups after triage. TSA KPIs includes managing group mailbox, Owning queues under Expedio and follow-ups with customers as well as fulfilment teams.

Job Description -

Ability to do analysis on volumes under Expedio queue

As a SPOC candidate should be customer (Internal/External) facing

Excellent verbal and written communication skills,

Answering user's queries over the phone, email, Request fulfilment tools/web portal.

Follow standard procedures to escalate any unresolved issues to the appropriate internal teams.

Along with triage, candidate needs to provide initial level of technical support for data (LAN/WAN/WLAN) Service Requests and handle Simple implementation for the BT Global customers. Candidate needs to carry out pre & post checks for the existing running configurations, assist and notify stake holders (e.g TDA, Service Desk & teams dealing other service towers) as well as customer proactively, if there is any network related issue or RISK during validation. Candidate is required to support project work, migrations in addition to request fulfilment within Line of Business. To be successful in this role, you must be a motivated and quick learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges.

You'll have the following responsibilities

Responsibilities -

The day to day activities would include following:

Major: Not to breach with BT standard process and pass awareness with other BT stake holders.

Transition of new customers under Owning queue as main case

ORT testing and reports

Process guidelines for bespoke customers

End to End Ownership to ensure smooth BAU as SD

You'll have the following skills & experience

Key skills

Intermediate Knowledge of Networking/LAN/WAN/Network etc.

Good communication-Verbal and Writing

Tools understanding- Outlook, PPT, Excel, Expedio, BFG and IONIX etc.

ITSM Process - Process Knowledge as per industry best practices e.g. ITILV3, CMMI etc.

Industry Type - IT/Telecom/Networking

Academic Education - Bachelor Degree (B.E./ B.Tech/B.Sc./Graduate) in Computer/Electronic Engineering/Science/any.

Possessing any other technical course after science graduation would be added benefit.

Certifications - CCNA ( R&S) & ITILV3/4 is a Plus

Experience - 2 - 8 Yrs Industry experience.

Location - Gurugram (Haryana) INDIA

COVID-19 Notice: We've changed our recruitment process so that we can continue to offer exciting opportunities in BT. We've moved to 'virtual hiring' until further notice - which includes video interviews and virtual onboarding, to make sure that we maintain candidate and employee safety

About BT

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!
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