About the role

In BTI Network and Infrastructure Operations we monitor and manage BT’s global managed Voice services, 24 hours a day, 365 days a year. This includes our core Global managed Voice networks that serve our BT global customers around the world. The role will require you to be part of a 24 x 7 operations teams to monitor and maintain our core platforms, ensuring we are putting our BTI international customers at the front of everything we do. 

What you’ll be doing

•    Monitor global voice services, assess alarms/events, and identify service impact 
•    Own incidents end-to-end using ITSM tools, ensuring accurate updates and SLA adherence.
•    Diagnose and troubleshoot faults, using logs, dashboards, and runbooks.
•    Escalate issues appropriately based on impact, urgency, and resolution path.
•    Coordinate with vendors/carriers to progress third-party faults and escalations.
•    Communicate clearly with customers and stakeholders, especially during high-pressure incidents.
•    Manage and prioritise multiple incidents to minimise service impact.
•    Support root cause analysis and continuous improvement.
•    Work collaboratively in a shift/on-call environment with strong ownership and handovers

Essential Skills / Experience

•    Voice, VOIP fundamentals
•    Monitoring & event triage (alarms/events)
•    Incident, ticket & escalation management ( ITIL )
•    Fault diagnosis & troubleshooting support
•    3rd party Supplier/vendor coordination
•    Strong communication & customer focus
•    Time management & operational discipline
•    Problem-solving & analytical skills