Recruiter: Reka Vajna

Why BT?

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and commercial, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why Business Unit/Function

We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall we’re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.

Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and Business services including Fleet Solutions and BT Redcare. We also offer specialist Business services to our Internet of Things customers.

Why this job matters

Leads a 24/7 technical team specialising in data services which proactively prevents and reactively resolves managed customer events and incidents, ensuring our services are available for customers and fixing issues when they arise. This person decides what technical actions and interventions are required from a data perspective to maintain the integrity of the live environment to prevent loss of availability to mission critical business and Government services. The role holder leads the Technical Major Incident Process for data during a Major Incident, managing the technical investigation and overall technical recommendations. The role involves working directly with senior technology teams across our 4500 BMS Customers and interfacing directly at CEO/CTO level during major incidents. Ensures adherence to BT’s Compliance and Security Policies, including patching and remediating all devices to protect the BT Brand and protect customers. This role holds the decision making process for new and and existing data infrastructure and applications, ensuring risk, testing and implementation processes are adhered to and followed.

What I’ll be doing – your accountabilities

• Leads the Technical Major Incident Process during a Major Incident. Manages the technical Investigation and overall technical recomendations
• Leads 2nd & 3rd line Data support service and provides indirect leadership on all other functions supporting the live operation relating to data.   
• Provides transition and in life support service for new and growth Data network business into BMS, across multiple units
• Owns in-life technical support relationship with 3rd party vendors providing services into our solutions. Ensures appropriate accreditations are available within the team to be able to place support calls to all Data 3rd Party Vendors, Cisco, Nortel etc.
• Owns the validation, testing and underwriting changes to configurations, operating systBMS and firmware for bespoke and propositions customer solutions prior to implementation onto live networks and platforms.
• Responsible for standardisation of data services technologies  delivering a consistent and robust technical capability underpinning customer SLA's, providing a more cost effective and optimised cost base
• Incubates, evaluates, builds and implements new technologies. Identifies potential future market opportunities to increase revenue and value streams in a customer and product line environment.
• Ensures adherence to BT Security Policy and Compliance, including patching and remediating all devices to protect the BT Brand and protect customers. Accountable for ensuring the patching role out is within the SLA of each customer, along with ensuring zero downtime is incurred during the implementation process. This includes negotiating with clients as to when implementations can take place.
• Input and makes decisions into service designs for new services which will be supported by their operation, this includes technology evaluation, headcount estimation, costs and supportability
• Strong customer focus and drive to provide proactive, pre-emptive and best in class service
• Ability to lead teams through transformation and continuous change
• Makes right judgments about where to focus and provide strong visible leadership, and where to manage with a light hand
• Ability to process complex ideas and think logically; perceives and understands others
• Possesses the ability to take well-evaluated risks and be audacious in making decisions and taking action
• Proven ability to execute plans under difficult circumstances; confronts and resolves conflict; demonstrates high energy
• Acts with integrity and takes responsibility for own actions and responses
• Knowledge and experience of best in class service
• Familiarity with collaborative ways of working and how to manage and motivate cross-functional teams
• Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases)

Experience you would be expected to have

• Eligible candidate to be based out of Ireland
• Good understanding of ITIL functions
• Strong experience of technically supporting a 24/7 live operations in a managed services arena
• In depth knowledge of managed customer solutions across the full spectrum of technology towers utilising a host of 3rd parties and suppliers
• In depth understanding of data network technologies / emerging technologies across the full IT spectrum

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.