BT SD-WAN Technical Lead in Budapest, Hungary

The Specifics:

Organization: BT Global Services

Job function: Customer Service and Contact Centres

Location: Hungary, Budapest

The Team: DyNS operations

Contract Type: Permanent

Work Schedule: Normal working hours

Home office opportunity: Yes, depending on further agreement

Key Purpose of Role:

  • Lead a team of engineers (junior and senior) to deliver world class customer experience in technical management for DyNS products

  • The purpose of this role is to provide SD-WAN Specialist capability for a number of multinational customers.

  • The contracts use a variety of SD WAN products in the delivery of the service and these include:

CISCO Viptela and NOKIA Nuage network devices

Lead a team of engineers

  • The key purpose of the Team members’ role is to do specialist task and consultancy for customers of Global Customer Services (GCS)

  • Lead a team to Review of network performances for customer contracts

  • Lead a team to Perform alarms investigations and incident resolutions as required.

  • Lead a team to perform reactive, proactive and pre-emptive maintenance actions.

  • Ensure that these network remain alarm-free. To establish and drive improvement plan for recurrent or repetitive events/alarms;

  • Lead a team to participate in regular meetings with Customers, vendors and/or other 3rd parties e.g. Suppliers. To provide consultation on customers network performance through analytics and advise on how to improve the customers service

  • As part of the role there is an expectation that all the team members are able to utilise the available systems and tools, contribute to knowledge based articles and ensure that when necessary that Technical Service Protection Plans are invoked in order to protect the Customer experience and BT’s Brand and Reputation.

Responsibilities:

Lead a team to;

  • Regularly work with design groups to evolve the products to deliver an optimum customer experience

  • Providing in-depth technical consultancy to customers through localisation and remote repair

  • 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 (like: CDH)

  • Provide process improvement input wherever possible

  • Organizing technical trainings, knowledge sharing

  • KPIs to include cycle time, on time delivery, productivity, net promoter score, milestone delivery

  • Delivering transformation to enable improved efficiency and step changes in improved customer experience

  • Perform KPI reviews on demand to demonstrate performance of managed areas

  • Product areas to include BT Internet Services, IPCG2 and multiple product sets

  • Responsible for director level escalations from internal and external customers related to delivery customer experience

  • Synergise and simplify processes and systems, to improve customer experience and cycle time

As a leader of people:

  • Set clear team goals based on both the “what” and “how” of our delivery

  • Give my team regular feedback that helps them achieve their goals

  • Hold everyone in the team accountable for their performance

  • Hold regular conversations with individuals both to understand their goals and motivation and to promote wellbeing

  • Develop a diverse inclusive and healthy team

  • Hold regular team meetings that allow everyone to contribute

  • Involve the team in decisions and drive high performance

  • Understand my teams strengths and weaknesses and coach them to grow

  • Have in place robust succession plans

We'll also need to see these on your CV:

Required Experiences and Skills:

  • One year’s minimum leadership experience. This can be at management or team leader level

  • Ability to communicate fluently in both written and spoken English

  • Understanding of LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/DMVPN/IPSEC technologies

  • Lead a team to troubleshooting capabilities

  • CCNP or CCNA optional (or similar level of knowledge in networking)

  • Ability to organize and attend on international conference call and discuss technical issues

  • Some required relevant technical experience

  • Analytical thinking

  • Team-player attitude

Desirable Skills:

  • Enthusiastic and pro-active personality

  • Experience in operation of end to end customer network

  • Familiarity with Cisco SD WAN and Nokia Nuage technologies (optional)

  • CCIE certification

  • Experience of leading operational teams, demonstrating the capability to motivate and empower an organisation

  • Influence LOBs to improve processes that will improve overall customer experience and possibly automation.

  • Able to set out a vison and strategic direction

  • Ability to act as senior point of customer escalation

What we offer

  • Supportive corporate culture

  • Inspiring working teams

  • Competitive salary and benefit package

  • Professional development programs, trainings and educational support

  • Employee and Family Friendly Workplace

  • Private health insurance package

Why you should join BT?

You’ll play a vital part in making technology and communications accessible on an unparalleled scale. You’ll be challenged to tackle new problems. Always on the lookout for ways to improve things and make life easier for our customers.

Making a better world, together

Our products and services are essential to the fabric of today’s society. We underpin everything from global trade and industry to economic growth and social infrastructure. Our technology gives people the power and freedom to create possibilities – reaching further, aiming higher, and making their voices heard.

Find out more about the most attractive service centre of Hungary

Our efforts to become a really good place to work have been honored with the following awards:

  • Most attractive employer, SSC sector (2017)

  • Family-friendly Company (2012, 2014, 2016)

  • Best University-Business cooperation of the year in CEE (2017)

  • Best SSC in CEE region (2016)

  • Best Shared Service of Excellence in Hungary (2015)

  • Diversity Ambassador Employer (2015)

Create and submit your application by clicking the Apply Online button below, or find a better match from our live vacancies for you!

Job: IT, Systems and Security

Title: SD-WAN Technical Lead

Location: Hungary-Budapest

Requisition ID: 88658