Job Description
Advanced Warning of scheduled maintenance
Due to scheduled system maintenance, our careers site will not be available from Friday 2nd June (11pm GMT) and Saturday 3rd June (5am GMT). During this time you will not be able to submit new applications or continue with existing applications. We apologise for the inconvenience this may cause.
Senior Service Reliability Engineer
Job Req ID: 17252
Posting Date: 01-Jun-2026
Function: Customer Service
Location:
PLOT NO II F/1, BLOCK II F, RA Kolkata, India
Salary: Competitive
Why this job matters
The Advanced Network Technician delivers hardware, configuration and fiber connectivity of interdependent scaling projects across several client locations.
Responsibility
Lead who can govern the contractual SLA and BT Service Assurance KPI’s for Netco Model office like FCR (First Contract Resolution ) and MTTR (Mean Time to repair), NPS
Candidate should have good Technical Knowledge on cisco portfolio (CCNP) r& s He should be capable of understanding Contract Design /Traffic Flow of various contracts supported under Netco
Person should be skilled in Stakeholder Management and can lead priority calls along with Contract reviews along with reporting.
He should be responsible for leading complex and critical issues with require strong technical expertise.
Providing 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
Technically aware customer service engineers who demonstrate excellent customer care skills (e.g. owning, driving and communicating) such that customers that they call/call them are left "delighted" with the experience
Cooperating with other levels of support (Technical Hubs, Platform teams and Suppliers)
Manage supplier activities (e.g. proactively driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)
Contributing knowledge and experience to help improve processes and systems through continuous improvement
Proactive and effective jeopardy management, including accurate adherence to the escalation process
Identification of underlying problems and driving through problem management to resolution (PM)
Support Event Management team in proactive event analysis to identify trends requiring attention from event management or problem management (EM & PM) by providing constant inputs where applicable.
Qualifications:
ITIL Foundation highly desirable
CCNP (or similar level of knowledge) mandatory
Skills/Experience:
At least 48 months relevant experience
Full level understanding on 2-3 technologies or Expert level understanding on 8-15 technologies
Basic level understanding of LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/DMVPN/IPSEC/Voip/ISDN/ SIP/Cloud technologies
Intermediate level of Cisco Data(Routing and Switching)
Basic level of understanding of ISO 20000
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 monitoring and multi-layer troubleshooting
Intermediate 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
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.
What you’ll be doing
1. Delivers critical customer technical support for network, hardware, and infrastructure development.
2. Executes across technical areas including systems requirements data analysis, engineering, systems design, systems development, computer programming, systems testing and deployment, quality assurance, configuration management, and systems documentation.
3. Analyses user interfaces, maintains network, hardware, and software performance tuning, analyses workload and computer usage, maintains interfaces with outside systems, and analyses proposed system modifications and upgrades.
4. Defines the problem and develops system requirements and specifications.
5. Prepares required documentation including program-level and user-level documentation; enhances existing software systems.
6. Manages work and priorities through ticketing system and workflow.
7. Collaborates with various stakeholders to remove project obstacles.
8. Troubleshoots networking, routing and interconnectivity issues, including troubleshooting of network device configuration and low to mid-level application interaction.
+. Participates in the migration, basic configuration and rollout of new or upgraded hardware.
10. Delivers support to include project management tasks, meeting facilitation, and ad hoc duties as needed.
11. Executes and delivers within standardised procedures in order to achieve objectives and the vision of the Network Engineering team.
The skills you’ll need
Troubleshooting
Customer Service
Escalation Management
Continuous Improvement
Network Delivery
Vendor Management
Network Security
Network Testing
Network Configuration
Technical Documentation
Network Integration
Event Management
Network Implementation
Requirements Management
Incident 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.
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it
Due to scheduled system maintenance, our careers site will not be available from Friday 2nd June (11pm GMT) and Saturday 3rd June (5am GMT). During this time you will not be able to submit new applications or continue with existing applications. We apologise for the inconvenience this may cause.
Senior Service Reliability Engineer
Job Req ID: 17252
Posting Date: 01-Jun-2026
Function: Customer Service
Location:
PLOT NO II F/1, BLOCK II F, RA Kolkata, India
Salary: Competitive
Why this job matters
The Advanced Network Technician delivers hardware, configuration and fiber connectivity of interdependent scaling projects across several client locations.
Responsibility
Lead who can govern the contractual SLA and BT Service Assurance KPI’s for Netco Model office like FCR (First Contract Resolution ) and MTTR (Mean Time to repair), NPS
Candidate should have good Technical Knowledge on cisco portfolio (CCNP) r& s He should be capable of understanding Contract Design /Traffic Flow of various contracts supported under Netco
Person should be skilled in Stakeholder Management and can lead priority calls along with Contract reviews along with reporting.
He should be responsible for leading complex and critical issues with require strong technical expertise.
Providing 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
Technically aware customer service engineers who demonstrate excellent customer care skills (e.g. owning, driving and communicating) such that customers that they call/call them are left "delighted" with the experience
Cooperating with other levels of support (Technical Hubs, Platform teams and Suppliers)
Manage supplier activities (e.g. proactively driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)
Contributing knowledge and experience to help improve processes and systems through continuous improvement
Proactive and effective jeopardy management, including accurate adherence to the escalation process
Identification of underlying problems and driving through problem management to resolution (PM)
Support Event Management team in proactive event analysis to identify trends requiring attention from event management or problem management (EM & PM) by providing constant inputs where applicable.
Qualifications:
ITIL Foundation highly desirable
CCNP (or similar level of knowledge) mandatory
Skills/Experience:
At least 48 months relevant experience
Full level understanding on 2-3 technologies or Expert level understanding on 8-15 technologies
Basic level understanding of LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/DMVPN/IPSEC/Voip/ISDN/ SIP/Cloud technologies
Intermediate level of Cisco Data(Routing and Switching)
Basic level of understanding of ISO 20000
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 monitoring and multi-layer troubleshooting
Intermediate 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
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.
What you’ll be doing
1. Delivers critical customer technical support for network, hardware, and infrastructure development.
2. Executes across technical areas including systems requirements data analysis, engineering, systems design, systems development, computer programming, systems testing and deployment, quality assurance, configuration management, and systems documentation.
3. Analyses user interfaces, maintains network, hardware, and software performance tuning, analyses workload and computer usage, maintains interfaces with outside systems, and analyses proposed system modifications and upgrades.
4. Defines the problem and develops system requirements and specifications.
5. Prepares required documentation including program-level and user-level documentation; enhances existing software systems.
6. Manages work and priorities through ticketing system and workflow.
7. Collaborates with various stakeholders to remove project obstacles.
8. Troubleshoots networking, routing and interconnectivity issues, including troubleshooting of network device configuration and low to mid-level application interaction.
+. Participates in the migration, basic configuration and rollout of new or upgraded hardware.
10. Delivers support to include project management tasks, meeting facilitation, and ad hoc duties as needed.
11. Executes and delivers within standardised procedures in order to achieve objectives and the vision of the Network Engineering team.
The skills you’ll need
Troubleshooting
Customer Service
Escalation Management
Continuous Improvement
Network Delivery
Vendor Management
Network Security
Network Testing
Network Configuration
Technical Documentation
Network Integration
Event Management
Network Implementation
Requirements Management
Incident 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.
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it
💡 Quick Summary
Seeking a career-building opportunity? The Senior Service Reliability Engineer position is now open for candidates interested in the Customer Care sector. This role in Kolkata offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
