Software Development Engineer in Testing

Job Description IT Support Professional








Name of Job Holder: Work Level: Test Professional Job Title: Software Development Engineer in Customer Testing Job Role: E Line of Business: Technology, Service & Operations OUC: TAP5 Reports to: Test Manager Customer Testing Date last reviewed : 09/07/20 Location: Bangalore India (GDC)





KEY PURPOSE OF ROLE

As a Software Development Engineer in Customer Testing, you make sure your part of the Openreach services on EMP is tested and deployed to a high standard for our customers. You do this by providing technical expertise and software testing skills to support our customers and stakeholders in the successful consumption and deployment of releases. You organise work and resources to achieve your goals. You also contribute to the wider team's success and get involved with strategic elements of the team.

KEY ACCOUNTABILITIES



(the core activities AND outputs expected of the role, regulatory & legal requirements)

• You keep your knowledge up to date with respect to understanding the main products and services for Openreach. This means you know how they are ordered, how faults are fixed, how multiple products fit together, and understand the field engineer's role.
• You prepare for testing according to local procedures. It's likely to include understanding requirements, preparing test packs, running pre-release testing to baseline results, and running preparatory meetings.
• You execute release testing in either pre-deployment or post-deployment phases. It can be on software models, simulations or on the live network. You may have to run and coordinate a release phase of testing.
• You h elp resolve queries/issues raised by our customers. This includes dealing quickly with incidents, requests for help and understanding service requests and change management.
• You also help prevent similar problems happening again for us and our customers.
• You use local processes and guidance for managing defects. This will include systems and tools to use, stakeholders to update, information to manage, and people to follow-up with to make sure they get fixed as soon as possible.
• Communication: you tell everyone that needs to know what's happening, if there are any escalations, actions or concerns, and provide regular reports as required. This includes reporting on team performance measures as required.
• You'll get involved with the management reporting and this will need to be done to a high standard.
• You help with devising and implementing all relevant parts of the test strategy and transformation to make testing better for our customers.
• You provide normal customer testing and support during weekdays and on a rota basis for weekend and out of hours. You cover IST hours, UK hours or a mixture of the two depending on operational reqirements.
• You may be involved in wrap-around tasks like putting customers onto or taking them off the testing environments.
• You help with continuously improving how the team delivers for our customers
• You coach new people in the team to achieve their full potential

Leadership:

• You work with others regardless of who or where they are in BT.
• You help others to achieve their objectives.
• You robustly manage your own performance and of those around you, including suppliers and third parties. You recognise good performance and help fix under-performance.
• You manage stakeholders so that they are informed of progress and their questions get answered.
• You manage your work to high standards for our customers, measured in terms of timely delivery, cost of implementation and quality of the software releases from our customers' perspective.

Authority, decision making and independence:

• Takes accountability for their work, and that of the team. This means taking decisions for the short and long term with our customers in mind.

BUSINESS IMPACT

Nature of the work

• Delighting customers
• Software testing
• Detailed and high impacting technical work
• Customer testing can be the point of entry for customers taking our services for EMP.
• You need to understand what matters to our customers and to our business.
• Highlight key risks / issues and improve activities to manager.

Nature of the problems

• Effective stakeholder management
• Complex technical situations
• High pressure
• Flexible working hours including weekends

• Conflicting priorities
• Customer relationships and expectations
• Communication skills need to be high

Measures of Success / KPIs

• Meets the requirements of this job description
• Local KPIs for operational and transformational programmes
• High level of communication skills
• Effective Incident Handling
• Change implementation
• Problem management and RCA's
• Will be a valuable contributor to team's performance and will drive improvements in this performance.
• Stakeholder satisfaction
  • On a regular basis capture feedback and demonstrate the changes made in response to this feedback.
  • Customer satisfaction
  • Recognised as people who 'delight' customers, colleagues and peers

Nature of Internal / External Interaction

• Works well with everyone they need to.
• Anticipates customer and stakeholder needs.

Resource (Financial and People)

• No Budget responsibility
• Manages risks, issues and dependencies.
• No people management directly.

Transformational Change Accountabilities

• Helps to deliver the change objectives for the unit
• Explores change positively and works to implement it even if it's not what they personally agree with
• Identifies opportunities for improvement and change within their own work area and champions implementation

SKILLS, QUALIFICATIONS AND EXPERIENCE

Refer to HR Capability Framework for further definition

Qualifications:

• Will depend on experience and any speciality required.
• Must have a bachelors degree in a relevant engineering subject, and pass mark of above 60%
• ISTQB foundation in software testing is an advantage

Desirable Skills/Experience:

• Software testing experience of 2-3yrs minimum, preferably in telecoms, definitely in complex environment
• Knowledge of: software testing, functional or non-functional test analysis, agile testing, defect management, automation.
• Incident and change management (Bridge/HPSM)
• Experience of working directly with customers
• Test data management for stubs and harnesses an advantage
• Desirable: understands the interfaces with Testing Teams, Design teams for functional knowledge of EMP, feeding in and driving through improvement initiatives and strategy.
• Management experience withing a complex software testing environment
• Tools: Client quality center, QTP.
• Working in a multi-vendor environment.

• Planning and scheduling
• Supplier Management
• Stakeholder Management

REGULATORY AND LEGAL REQUIREMENTS

1. Safety . To ensure the health and welfare of the job holder (and his/her team if applicable) in accordance with BT's Health & Safety policy.
2. Security . The job holder will be authorised to access, use or disclose customer information only when they need to do so to perform their operational duties. Any other access, use or disclosure may only be made on receipt of additional authority from the information owner. To ensure that the job holder (and his/her team if applicable) is made aware of the need to safeguard sensitive customer information, so that customers perceive BT to be a trustworthy organisation.
3. Competition . The job holder will understand the regulatory, fair trading and competition rules and have an awareness of the BT Code of Practice and The Way We Work relating to their work sufficiently to be able to comply with them, relying on their own knowledge or on their ability to recognize when they will need specialist support.
4. Ensure that BT's Code of conduct is fully adhered to
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   .

1. People Manager Job Standard (Where Applicable) we have clear and consistent standards for all BT people managers. Use the information at
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   and the
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1. To have an awareness of
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   sufficiently to understand the relevant aspects of the policy in relation to your work e.g. recycling

1. Certified to Annex 2 Group Information Part B

JOB STANDARDS



(the basic behaviours of the role)

Behaviours Evidence to consider when looking at the contribution of the individual Actively give and receive feedback on your performance in line with the .

• Feedback from customers/colleagues
• Active participation in121s/performance conversations, where appropriate
• Suggested areas of improvement and acknowledgement of areas of good performance, where appropriate.

Use the correct working and booking practices as detailed in training courses, process documents and job instructions.

• Working in line with processes and procedures
• Demonstrating a commitment to get the job done
• Carrying out the role in accordance with training completed

Ensure interactions with customers and colleagues are respectful and courteous and represent BT in a professional way

• Feedback from customers/colleagues
• Evidence of teamwork
• Willingness to support others and BT
• Safeguard BT property
• Smart appearance (including corporate clothing where appropriate) when representing BT

Conduct yourself with pride, honesty and integrity in line with the .

• Trusted member of the team who can be relied on by colleagues and managers
• Be able to work unsupervised
• Understanding the BT values