Why this job matters

In BTI N&I Operations we monitor and manage BT’s global networks and Voice services, 24 hours a day, 365 days a year. This includes our core Global Fabric, MPLS, Internet, transmission and Voice networks that serve our BT global customers around the world. The role will require you to be part of an 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.

Key Responsibilities

•             Monitor network & 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

Skills Required

•             Network & Voice 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

Experience Required

•             Work experience of 1-3 years.

•             Strong understanding of routing, switching, and network hardware

•             Experience with alarm monitoring, ticket handling, and ITSM tools (e.g. ServiceNow)

•             Experience working with global third-party suppliers and vendors

•             Proven experience managing network changes within formal change control processes

•             Ability to quickly learn and apply new technologies in a live operational environment

Preferred

•             Hands-on experience with Cisco and/or Juniper platforms

•             Relevant vendor certification (e.g. CCNA) or equivalent practical experience

•             Basic knowledge of VoIP/SIP and call flows

•             Awareness of SBCs (Session Border Controllers) and voice security principles