Senior Service Reliability Engineer

Role overview

Senior Service Reliability Engineer at BT Group India

Employment details

• Salary: About the role Based out from Gurugram, India this role is for a Bespoke Customer.
• This role is central to delivering reliable and high-performing data network services that manages and support critical Banking operations.
• You’ll work closely with customers, service desks, and wider technical teams to resolve incidents and maintain service across LAN and WAN environments.
• With ownership of complex issues and opportunities to act as an escalation point and to keep the vital services running smoothly.
• This role is not generic and require deep technical expertise aligned to customer-specific environments and expectations.
• This is a 24x7, operations-critical roles, and any misalignment or dilution in skill expectations could: Impact service quality and delivery standards.
• Introduce operational risk and instability.
• Negatively affect customer experience and satisfaction.
• What you’ll be doing Strong expertise in Fortinet SD-WAN, Routing & Switching, F5, Cisco Wireless, Cisco ACI, Infoblox, and Cisco ISE. 24×7 operational role requiring flexibility across shifts and extended hours when needed.
• Configure and manage routing, switching, and SD-WAN environments using modern technologies.
• Own end-to-end lifecycle of data incidents, problems, and changes within the operational environment.
• Maintain accurate documentation of configurations, procedures, client records, and changes.
• Handle additional tasks including change requests, problem management, and ad-hoc assignments from leadership.
• Ensure platform compliance and drive remediation activities for audit and operational gaps.
• Provide timely customer updates (KCI) via phone, email, or SMS based on ticket priority.
• Identify, assess, and remediate operational risks and vulnerabilities across the data platform.
• Engage with clients to communicate technical updates and incident progress.
• Collaborate with design and implementation teams to develop, test, and standardize new solutions.
• Monitor third-party vendor performance and provide feedback to service teams.
• Perform integration testing for new services and producing supporting documentation.
• Provide regular incident updates until root cause identification and closure.
• Develop scripts and documentation to support L2 teams in remote operations and deployments.
• Represent the team in meetings and contribute to internal/external reporting.
• Ensure protection of sensitive customer data and uphold security best practices.
• Proactively identify and escalate risks to the Data Platform Manager.
• Support continuous improvement initiatives to enhance platform performance and reliability.
• Essential Skills / Experience Routing & Switching (BGP, OSPF, EIGRP, static routing, VLANs, STP, EtherChannel) Cisco ACI fabric (APIC, EPG, VRF, contracts) Fortinet SD-WAN Cisco Wireless (9800 WLC, APs, RF optimization) F5 R-Series Load Balancers (LTM, SNAT, persistence profiles) Cisco ISE (802.1X, MAB, NAC compliance) Strong Soft Skills and Interpersonal Skills with at least 4+ years relevant experience.
• BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet.
• Our purpose is as simple as it is ambitious: we connect for good.
• Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.
• BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.
• Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably.
• Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.
• We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected.
• These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country.
• Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.
• Location: Salary: [India]

Additional role details

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