Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

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.

About this role

The responsibility includes management of all Incidents to a successful resolution, both high priority tickets through to lower priority ones. The role holder will be tasked with ensuring the infrastructure is fully available, incidents are resolved in a timely manner and meeting the customer’s service level agreements.  The role owner will also be tasked with working collaboratively with their client counterpart to recommend improvements to the estate. This will include the recommendation of new and existing products in conjunction with the Design team. 

The role is very customer focused, being present on the customer premises and have the ability to respond immediately to customer driven work. 

You'll have the following responsibilities

Ownership for the progression of all incidents, problems and changes within the Operational environment.

Stakeholder relationship with members of the customer ECC to articulate the progression of investigations in to the managed infrastructure. 

Be a part of a 24x 7 Shift rota, located within the customer command centre on customer premises. 

The timely clearance of all P1 and MI incident reports on their platform by guiding technical resource. 

Completion of other tasks beyond Incidents, including Simple Change request, problem ticket progression and ad-hoc tasks allocated by the Platform Manager and senior managers. 

Own the operational compliance standards of their platform and the delivery of any remediation activities.

Own operational risks/ vulnerabilities across their platform and the delivery of all associated remediation activities.

Proactively recommend enhancements to the platform, feeding in to the Design team. 

Review and support Firewall polices functions configuration builds to allow implementation of customer projects.

Interactions with the client keeping them abreast of technical issues for which they are a stakeholder.

Liaise with BT Design and Implementation teams to develop new services, test and agree standard solutions.

Provide pier training where required and input in to customer presentations.

Monitor the effectiveness and responses of 3rd party vendors, feeding in to the Service team. 

Maintain client documentation, updating as the changes and faults demand

Complete and own integration testing on new products and services, producing all relevant supporting documentation.

Flexibility in regards to work rotas and shift patterns to ensure all shifts are filled. Filling other rota slots when required. 

Have the authority to use evaluation software in the initial implementation phase of a new service offering, ensuring that valid licenses are uploaded in a timely manner.

Produce scripts and supporting documentation to allow the 2nd line diagnostic team to undertake remote software downloads configuration changes and implementation of new customer projects.

Attend meetings on behalf of the team and line manager.

Provide input to internal & external monthly reports.

Ensure full awareness of the need to safeguard sensitive customer information at all times, so that customers perceive BT to be a trustworthy organisation.

You'll have the following skills & experience

Cisco

Load Balancing

F5 Experience including high level design

Skill in investigation, structuring information, constructing and testing hypotheses to identify root cause and reach conclusions

Benefits

At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include:

- Competitive salary 

- World-class training and development opportunities

- 25 days’ annual leave (not including bank holidays)

- Discounted broadband, mobile and TV packages

- Share option and pension scheme programmes

- Flexible benefits to fit around you

BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

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!