Engineering Manager

Job Req ID: 18259
Posting Date: 19 Jun 2024
Function: Customer Service
Location: Jogeshwari (E), Mumbai, India
Salary: Competitive
Engineering Manager
Recruiter: Jivanshu Singh
Hiring Manager: Hans Franke
Career Grade: D
Internal Closing Date: 23-Jun-23

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 this Business Unit/Function
With customers in 180 countries, we're a leading global business communications provider. We have 17,000 people serving multinational companies, proving the services they need to create the digital transformation of their businesses.
Thanks to our portfolio strategy, the Cloud of Clouds, we provide high-performance, integrated and secure network and IT infrastructure services to global customers. It means our customers can connect easily and securely to the applications and data they need, wherever they are in the world. Our Digital GS strategy we are moving to will help create a better future for GS and our people. With a business focused around a global customer base and a portfolio of scalable repeatable solutions, supported by outstanding customer service and market-leading security.
To deliver it we need to focus where we can be brilliant, be more straightforward to do business with and meet customer needs with greater agility. This will help us to become a more profitable, predictable and customer-focused business.
BT Radianz focuses on the global investment market and is a leader in its space. In joining this team, you will be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity that takes a genuine and proactive interest in your progress and development.

Why this job Matters
Reporting to the MD of BT Radianz, this crucial role is responsible for the stewardship of the customer experience, and the service availability and exacting performance specification of the Radianz Platform. Ensuring superior platform stability and performance, this position will commercially underpin the confidence in the Radianz brand.
This role will development and deliver finance industry auditable processes, frameworks, tools, standards, and technologies driving a continuous improvement culture. We will relentlessly manage our partners, suppliers, and internal teams to a world class standard of excellence supported through a set of exhaustive management KPI’s.
This role will pre-emptively identify patterns of platform instability, and with a technology and design background provide feedback on targeted improvements in both design and delivery towers.

The position will accelerate revenue opportunities by providing a flexible staffing model supporting Sales and Delivery initiatives. In addition, the role must adhere to all BT Security Policies and:
Ensure BT security policy and procedures and ISO 270001 Controls are followed.
Adhere and maintain the documented ISO27001 procedures and processes by participating in reviews for compliance to security policies.

Key Responsibilities
The Engineering Manager is the client facing point of contact and escalation for all BT Radianz Platforms
The role will provide day to day management Global Service Centre Team and functions.
Responsible for recruiting and cross functionally training a team on the Radianz Portfolio from the ground up
Duties will include - Work Shift scheduling, routine monitoring and surveillance of the platform, problem investigation, root cause analysis, change management, service improvement, statistics collection & analysis, client follow up and monthly management reporting.
Will act to Champion the Customer Experience across all Radianz Portfolio Items:
Connect
Compute
Secure Messaging
Security
This is a Regional Role managing a 12x7x365 team
The Manager is also responsible for operational hands-on service restoration of technical faults.
They will support audit functions across the Radianz landscape
Active development and aggressive support of ITIL based incident, change, and capacity management practices which instil customer trust and confidence, and support our contracted MSA’s
Management and Reporting of assurance service levels with our customers, partners, suppliers, and internal teams
Provide Service Thought Leadership and act the Voice of the Customer throughout the organization
Drives Supplier performance and improvements.
Ensures all Inventory is current in OSS_BSS systems
Promotes cross functional training across the platform assurance team

Skills Required
The strong understanding of Capital Markets and their technology challenges; being able to identify trends and solutions leveraged to solve business problems
In-depth technical and design knowledge of BT Radianz platforms and its ecosystem
Ability to apply and direct technology innovation, automation, and support technologists to reduce MTTR of BTR incidents
Able to manage a complete end to end customer experience, demonstrating mastery in the customer’s technology life cycle and business strategy.
Complete understanding of industry trends to engage in technology, cloud, roadmap, solutions architecture, delivery, and assurance dialogues
Ability to create and execute service strategies to establish customer trust and confidence through excellence which will promote account retention
Provide resource management and direction driving the optimal balance of skills, location, and thought leadership to increase NPS scores
Complete understanding of solutions delivery processes and tools, to aide in supporting Delivery Acceleration Strategies
Regulatory and compliance understanding, with working knowledge of security practices, and audit tools.
Ability to apply and combine technology API’s, to interface and simplify multiple surveillance and service views
Understand and manage business and reputational risk
Promote service obsessed, high performant, and cross functionally skilled teams in an inclusive working environment

Leadership Behaviours
Customer champion -I champion our customers in everything I do. I understand customers’ needs and challenges and don’t stop until we create brilliant experiences for them.
Solution-focused achiever -I cut through complexity and obstacles to get to the right ethical solution at the right time. I always deliver my ambitious goals, outcomes, and timelines.
Collaborative partner -I break down silos, and work brilliantly with partners both within and outside of the organisation to deliver business results. I understand the agendas and needs of others, alongside the needs of the business.
Commercial thinker - I come up with ideas, provide insights and create propositions that benefit our business. I understand the wider market and commercial drivers.

Experience
In-depth knowledge of Radianz Portfolio and understanding of the member - provider model is a MUST Have
At least 5 years’ experience of Capital Market and ITIL Service Models
An excellent track record in building and leading highly complex global technology teams
Service Obsessed: A Mastery of ITIL based service models delivering at a Global level
Demonstrates a mastery of incident and conflict management.
Highly Technically Competent and Customer Focussed, able to interface with all levels of a client during a crisis
In depth understanding of TCPIP technologies and their secure transport
Extensive knowledge and insight of Global Carrier Networks, and how they route via L2 and L3

Key Decisions
Service Models and inputs on commercial risk for solution deployments
Escalation point for all customer concerns
People strategy, talent management and leadership
Regulatory Compliance & Response
Service Credit Input
Platform Change & Release Management

Why this job matters
The Technical Delivery Specialist executes a range of workstreams in delivering the implementation of technical solutions from initial scope to delivery, ensuring adherence to roadmap, time and budget constraints.
What you’ll be doing
1. Implements workstreams in full cycle delivery of commercial outcomes for technology developments and solutions.
2. Identifies opportunities to resolve risks and issues relating to delivery and any impacts on related components or teams.
3. Coordinates with a range of internal and external stakeholders to resolve issues, update on progress and achieve benefits.
4. Coordinates with multiple complex medium sized technical deliveries or a single large technical delivery.
5. Monitors all actions and activities, from scope to delivery, to ensure adherence to technical roadmap and time and budget constraints.
6. Implements ways to improve team, process and service performance and suggest and implement changes to how the team operates.
7. Contributes to the development of innovative approaches and tools aimed at furthering BT Group's capabilities.
8. Implements the resolution of technical delivery problems and ensuring all parties involved are engaged in resolutions.
9. Mentors and coordinates a diverse team to deliver medium-sized, technical projects within a specific domain which enable benefits for customers across a portfolio of projects.
10. Champions, continuously develops and shares with team knowledge on emerging trends and changes in Technical Delivery.
The skills you’ll need
Presenting/Demonstrating
Requirements Gathering
Service Level Agreement Management
Lean Portfolio Management (LPM)
Stakeholder Management
Negotiation
Program Increment Planning/Big Room Planning
Agile Methodologies
KPI/Metric Monitoring
Project Lifecycle
Risk Management/Impediments
Requirements Management
Project/Programme Management
Our leadership standards
Looking in:
Leading inclusively
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
Who is the BT Group
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services.