Subhrajit Moitra

About Subhrajit Moitra

Subhrajit\'s Expertise in Network Engineering: A Point-by-Point Overview 1…

Experience

1. Service Reliability Engineer

   BT Group

   Sep 2023 — Present · Kolkata, IN

   Mailbox Management. • Timely follow up on incidents(10 – 15 cases per day). • Timely KCI on mails/calls and update the same on the incident; Double key the work both on NGSD and SNOW. • To work on incident distribution by SME/ L2s. • Responsible for managing the LAN/WAN/Voice/Wireless issues for customer within MTTR as part of L1 scope. • Primarily Network Support i.e. first level of support where it can be through the telephone, mails etc where they need to directly interact with the client includes basic level troubleshooting of network related issues. • Use BT\'s required tools (SI/NPMD/NIAB etc.) for primary troubleshooting and update their credentials on them. • Coordination with other support teams for issue resolution (if required). • Timely escalation to resolver team/supplier as per the priority of the ticket. • Handover to SME (SME to check the handover and distribute accordingly). • Documenting the daily work on excel and sharing the same with SME on email. • Follow the instructions by SME/Manager on critical/escalated incidents. • Seek help from SME/ L2s wherever required. • Follow incident management guidelines and life cycle for NGSD. • FE arrangement and RMA. • To maintain incident quality and closures(NGSD ~ 50 tickets per month). • Change process: Break fix • Managing Daily Ops and problematic calls. • IOS upgrade under supervision of SME/ L2. • Completing task on SSR. • Using own access for the devices and applications. • Good Behaviour and sticking to BT ethics is mandatory.

Education

• Guru Nanak Institute Of Technology

  Bachelor's degree

  2016 — 2020