BRAINWARE UNIVERSITY

398,Ramkrishnapur Road, Barasat, North 24 Parganas, Kolkata - 700 125

NOTICE

Ref.No.:BWU/PLC/NTC/STD/2023/250 Date: 11.04.2023

The Organisation: Koenig Solutions (British Telecom)

About the Company : Established in 1993, Koenig is a trusted IT training organizations. Koenig is present in all
continents except South America and Antarctica. Koenig has offices in USA, Canada, UK, Netherlands, South Africa,
Dubai, India, Singapore, Australia and New Zealand.

Our Vision is to create a more just and prosperous world through education.

We hope to achieve this by making effective IT Education readily available .

Koenig and Kites (as Koenig-ites are known) are driven to earn Money, Respect and Peace of Mind for Kustomers
(Koenig Customers) . Money, Respect and Peace of Mind have been a driving force behind Koenig's success with a
pride of place in Koenig Ethos.

Website : https://www.koenig-solutions.com/

Eligiblity criteria : B.Sc (ANCS),M.Sc (ANCS), MCA, B.Tech (CSE)

Designation : Service Reliability Engineer

Job Description:

 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.
 Capture, analyse and report inventory related issues as part of BAU incident management to
SACM/SRMs so that a cleanse of asset and configuration items (SACM) be performed.
 Ensuring adherence to SLAs by all teams involved in resolution, and keeping the customer informed
proactively
 Participating in technical training, knowledge sharing and creating Knowledge management articles
 Attends and contributes to team stand-up meetings and problem solving sessions. Eager to collaborate
and share knowledge with other team members.
 Proactively raise improvement opportunities, and own small, incremental bugs to completion.
 BRAINWARE UNIVERSITY
398,Ramkrishnapur Road, Barasat, North 24 Parganas, Kolkata - 700 125

 Understands and support the cycle of team customer-outcome deliveries as part of the Agile
improvement process.
 Focused to work in accordance to contractual SLA and BT Service Assurance KPI’s for Netco Model office
like FCR (First Contract Resolution ) and MTTR (Mean Time to repair), NPS
 Effectively managing the Incidents Lifecycle’s - esp. P1/P2 & Aged Incidents
 *Queue Management( Proactive /Reactive triage management)
 This acts as First point of contact for the customers and has exhaustive stakeholder management ,
which keep us exposed day in and out close to customer and services team Delegating duties/Tasks with
in team members.
 Weekly review of Quality Parameters and key KPIs (WFM Adherence/PCA30/RFT).
 Functional mailbox management.
 Calls Handling (P1/CIM/Critical Stakeholder calls)
 Quality of Incidents and Emails should be good along with incident closures with appropriate RFOs
Ensure all DR’s are following the Published Processes when working on ITIL functions and make regular checks
to enforce this.

Qualifications:
ITIL Foundation highly desirable
CCNA (or similar level of knowledge)

Skills/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
Ability to manage the network issues and provide 1 st level network support to customer which require basic
skills to work on reactive and proactive incidents for network devices
Basic level of understanding of Cisco Data(Routing and Switching), Cisco Access Points, Cisco WLC, Cisco Leaf
and Spines, Cisco APIC) and F5 Load balancers
Responsible to work on new service requests like addition of new network assets for data platform which
requires hardware and configuration changes.
Ability to manage the resolution process for all incidents, ensuring quick and correct assessment of the issue,
including identifying the impact to a specific customers and engaging the appropriate service area to resolve the
issue
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 eager to learn and also share skills and experience
Enthusiastic and pro-active with a desire to improve service for the customer, and ther internal users
Keen learner and support CI environment
Stakeholder management (Account Team) with internal and external customers
 BRAINWARE UNIVERSITY
398,Ramkrishnapur Road, Barasat, North 24 Parganas, Kolkata - 700 125

Location : Gurgaon / Kolkata

Salary: INR 3.50(LPA) – INR 5.00 (LPA)

Date & Time : 12th April 2023 Time : 3.30 pm -5.30 pm

Selection process:

Interview Process:-
1. Preliminary rounds (Screening)
2. Tech Round 1
3. Boot camp
4. Hr Round

All rounds will be elimination round.

Candidates must be aware that this position will involve rotational shifts and work from office only.

Venue : Virtual

Meeting Link: Microsoft Teams meeting

Microsoft Teams meeting

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Meeting ID: 496 656 899 617

Passcode: 8PZ9YU

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Eligible Students:

Sr. No Full Name Student Code Time Email

1 Rohit pal BWU/BNC/20/049 [email protected]
2 ARPAN KOLEY BWU/BNC/20/050 [email protected]
3 Rina Mandal BWU/BNC/20/051 [email protected]
4 Ayush Shaw BWU/BNC/20/053 [email protected]
3.30PM
5 Monisha Mondal BWU/BNC/20/054 [email protected]
6 SUBHAJIT DAS BWU/BNC/20/056 [email protected]
7 SANTANU GHOSH BWU/BNC/20/057 [email protected]
8 NAJIBUL HOSSAIN BWU/BNC/20/059 [email protected]
 BRAINWARE UNIVERSITY
398,Ramkrishnapur Road, Barasat, North 24 Parganas, Kolkata - 700 125

9 Prasanta Gole BWU/BNC/20/061 [email protected]

10 MD Marufur Rahman Rifat BWU/BNC/20/062 [email protected]
11 soumyadip das BWU/BNC/20/065 [email protected]
SURAJIT DHARA(Placed by
12 own) BWU/BNC/20/066 [email protected]
13 ABHISHEK JANA BWU/BNC/20/068 [email protected]
14 Suraj Mahato BWU/BNC/20/072 [email protected]
15 Mainak Das BWU/BNC/20/078 [email protected]
16 SIDDARTH BANSI BWU/BNC/20/080 [email protected]
17 Arnab Biswas BWU/BNC/20/081 [email protected]
18 Akash Ghosh BWU/BNC/20/084 [email protected]
4,30Pm
19 Taniya Khatun BWU/BNC/20/086 [email protected]
20 ANUPAM KHATUA BWU/BNC/20/087 [email protected]
21 SRIPARNO MONDAL BWU/BNC/20/089 [email protected]
22 DEBOJIT DHAR BWU/BNC/20/092 [email protected]
23 Aniruddha Das BWU/BNC/20/099 [email protected]
24 Pranab Mahata BWU/BNC/20/103 [email protected]

Mandatory documents to be carried for the interview: -Resume two copies with two color photographs &
Original & photocopy of all Mark sheets, certificates & Adhar card.
*** Note- Please carry updated resume and passport size photos.

-Please adhere to the interview time as mentioned, as the same has been asked by the company officials.

Sd/-Mrinal Mohan Bhattacharya

Training and Placement Officer
BrainwareUniversity