About this role

You'll be joining a specialist security team that is a trusted partner to governments worldwide, protecting critical national infrastructure and committed to the safety and security of our nation and global communities. Our mission focused work is innovative, inspiring and technologically challenging in a way that makes every day different and stimulating. We provide the opportunity to work on rare projects, with exciting tools and brilliant people. Everyone has access to unparalleled professional and personal development opportunities and your contribution is always valued. (SSG)

As a key member of the GSS Service and Operational Professional and Specialist team, you will be supporting the overall BT GSS, BT Security and Global Services strategies. This will be achieved by delivering and operating these services within agreed performance standards and contractual agreements and budgets, provide input into Service Design and Service Transition activities using own knowledge, experience and skillsets.

Primary requirement is for the London and Ipswich areas but may require occasional travel to other UK sites, and you must be able to obtain and maintain DV clearance for the role.

You'll have the following responsibilities

Operations – Manage and technically support both internal reference and critical customer located contact centre platforms, systems and networks for our key customers.

Service Delivery & Transition – Own and manage all critical change and support activities.  Deploy system updates, install patches providing critical or urgent configuration support. 

Continually Service Improvement - Establish and maintain high availability of platform services. Ensure rapid and robust resolution of contact centre incidents during normal operations. Responsible for successful deployment of change activities, upgrades and other system enhancements. 

Customer experience – Work closely with one of our key customers. Create and maintain an exceptional customer experience working with the wider GSS Service and Operations teams to ensure that all operational services are delivered in line with ITIL best practice.

Profitability - Deliver and operate within agreed service budgets and contractual conditions. Develop and maintain efficient services which meet our customer’s expectation and needs, maintaining a highly utilised team.

You'll have the following skills & experience

Degree educated (or vocational qualifications / experience within relevant disciplines) 

Operational and management experience within the IT sector

Able to form part of an out of hours on call rota (1 week in 3 or 4)

Experience of leading IT project teams during complex deliveries

Desirable skills and experience include:

Administration of Cisco Unified Communications manager (CUCM)

Cisco Unified Intelligent Contact Management Enterprise (Cisco ICM)

Configuring contact centre agents, skill groups and teams

The successful candidate must be capable of obtaining and retaining Developed Vetting (DV) clearance and / or willing to undergo the vetting process. 

Benefits

Discounted BT Broadband, TV & mobile packages and BT products

On target Bonus

Share options and 10% pension contribution

Professional development and paid for industry certifications/qualifications

Flexible benefits/rewards including dental insurance, healthcare, gym memberships etc.

Well-being support for you and your family

3 days paid volunteering a year

Flexible and smart working (subject to business needs)

About BT

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing Smart Working at BT. Smart Working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss Smart Working and how it might work for the job you are applying for.

Security is one of the fastest growing parts of our global organisation. We protect our networks from more than 6,500 cyber-attacks each day, invest over £40m in research each year and employ more than 3,000 people - which makes us the largest private cyber security employer in the UK. With incredible opportunities to learn, develop and grow your skills, we’ll invest in you, nurture potential and shape your future – whatever your background or experience. You can find out more about Security in BT here

In today’s world, safe and secure digital connections have never been more vital. You’ll be joining a global company operating at the forefront of the information age: BT employs 90,000 people in 180 countries. With huge scale, we’re capable of achieving great things, striving to be personal, simple, and brilliant for our customers whilst creating an inclusive working environment where people from all backgrounds can succeed. Play your part. Make a difference. We are the Protectors.

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!