Team Leader Service Operations Job in BT Group
- Kpr sugar apperals
- 3 to 7 Yrs
- Other Haryana
- 9 months ago
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Job Description
- Location: Gurugram Work Mode: Hybrid Shifts: Operational role - 24/7 shifts Overview: BT Group is seeking a dedicated and experienced professional to oversee network, security, and voice operations for a financial customer. This role is pivotal in fostering and maintaining strong customer service relationships and ensuring exceptional customer experiences. Key Responsibilities: Lead and manage Event Management, Network & Telephony Operations, and Incident Management teams within the IT service management pillar. Ensure timely management of network faults, inquiries, and escalations. Drive positive cultural change, ensuring a healthy work environment and nurturing talent through learning and growth opportunities. Meet team commitments related to KPIs and SLAs, collaborating closely with internal and external teams to achieve financial, personnel, and customer objectives. Support 24x7 operations for BT customers under Managed Services, including standard and bespoke support requirements under the BT product portfolio. Provide support to Incident Managers during major incidents. Qualifications: CCNA certification required; CCNP certification preferred. Proficient in soft skills and interpersonal communication. Experience in customer interaction and exceptional stakeholder management skills. Strong people management skills, with prior experience preferred. Proficient in customer management and interaction. Willingness to operate in a 24x7 environment. Availability to participate in troubleshooting calls for major or crisis incidents on a 24x7 basis. Expertise in networking concepts to effectively lead the team and achieve targets. Capable of coaching and enabling team members through both technical and non-technical training. Champions best practices within the unit by adhering to established processes and procedures. Excellent written and spoken English language skills. Able to liaise with internal and external customers and suppliers at all levels. Demonstrates strong customer interfacing skills. Able to work effectively under tight deadlines. Sound knowledge of BT back-end systems and network management tools. Capable of working independently with minimal supervision and limited technical support. Personal Attributes: Reflects a positive attitude even during crisis situations. Demonstrates teamwork capabilities. Strong customer interfacing skills. BT Group is committed to fostering a diverse and inclusive workplace. We encourage applications from all qualified individuals and value the unique perspectives and experiences they bring to our team.,
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Team Leader Service Operations Job in BT GroupContact Details:
Company: BT GroupLocation(s): Other Haryana+ View Contact
Keyskills: Stakeholder management People management Customer management Interpersonal communication Incident management Event management Customer service Team management Troubleshooting
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