Delivery, Operations and Support Engineer

Why this job matters

In Network Operations we act as the guardians for BT’s National and Global networks. Our teams work 24 hours a day, 365 days a year to ensure our customers have world class network connectivity. We are based in the state-of-the-art Network Operation Centre located at the Adastral Park campus.  

Within the Global, IT and Cloud unit we have a role within our Wi-Fi NOC. This role is responsible for monitoring & maintaining the BT Wi-Fi edge & core networks which provide over 7 million public Wi-Fi hotspots. BT Consumer customers rely on us 24/7 to diagnose & fix faults and provide accurate & timely updates.

What you'll be doing

•    Working within a dynamic operational environment, proactively identifying, and progressing any service impacting issues ensuring down time is kept to a minimum.  
•    Liaising with the pan BT Major Incident team to ensure key stakeholders and customers are kept informed during Network Incidents, quickly, accurately, and effectively. 
•    Using strong problem-solving capability to progress and resolve issues using logical diagnostic processes to make decisions in real time in order to drive service restoration and identify root cause of any network outages. 
•    Working closely with our professional services team and third-party vendors to deal with complex issues. 
•    Utilising tools and systems to monitor in real time the health and stability of BT’s critical national infrastructure.  
•    Working across different operational and service teams to drive cross domain issues.  
•    Making decisions in real time where results can be seen immediately. 
•    Monitor and configure BT’s network and services in line with network Key Performance Indicators (KPIs) & Service Level Agreements (SLAs) to protect integrity whilst providing high quality services that meet or exceed customer expectations. 
•    Responsible for developing excellent communication skills to ensure all quality and detailed notes and updates are documented on the agreed system to reduce risk to service, including customers, colleagues, and external vendors. 
•    Progress personal learning, development, and career planning. 
Essential Skills  
•    Technical understanding of IP Networks is desirable.  
•    Technical background in network & IT environments. 
•    Able to effectively communicate with customers, colleagues, and senior stakeholders in a range of different scenarios through both verbal and written techniques. 
•    Knowledge of Incident and Change management, considering ITIL principles. 
•    Able to demonstrate strong problem-solving skills. 
•    Proven track record of working strongly within a team, collaborating with colleagues to focus on the customer. 
•    An appetite and proven history of self-learning for the future.
 
Location is based at the Adhara NOC at Adastral park

Candidates must be willing to work a shift pattern, including night shifts. 
 

•    Working within a dynamic operational environment, proactively identifying, and progressing any service impacting issues ensuring down time is kept to a minimum.  
•    Liaising with the pan BT Major Incident team to ensure key stakeholders and customers are kept informed during Network Incidents, quickly, accurately, and effectively. 
•    Using strong problem-solving capability to progress and resolve issues using logical diagnostic processes to make decisions in real time in order to drive service restoration and identify root cause of any network outages. 
•    Working closely with our professional services team and third-party vendors to deal with complex issues. 
•    Utilising tools and systems to monitor in real time the health and stability of BT’s critical national infrastructure.  
•    Working across different operational and service teams to drive cross domain issues.  
•    Making decisions in real time where results can be seen immediately. 
•    Monitor and configure BT’s network and services in line with network Key Performance Indicators (KPIs) & Service Level Agreements (SLAs) to protect integrity whilst providing high quality services that meet or exceed customer expectations. 
•    Responsible for developing excellent communication skills to ensure all quality and detailed notes and updates are documented on the agreed system to reduce risk to service, including customers, colleagues, and external vendors. 
•    Progress personal learning, development, and career planning. 
Essential Skills  
•    Technical understanding of IP Networks is desirable.  
•    Technical background in network & IT environments. 
•    Able to effectively communicate with customers, colleagues, and senior stakeholders in a range of different scenarios through both verbal and written techniques. 
•    Knowledge of Incident and Change management, considering ITIL principles. 
•    Able to demonstrate strong problem-solving skills. 
•    Proven track record of working strongly within a team, collaborating with colleagues to focus on the customer. 
•    An appetite and proven history of self-learning for the future.
 
Location is based at the Adhara NOC at Adastral park

Candidates must be willing to work a shift pattern, including night shifts.