Service Operations Engineer

Why this role matters

A Service Operations Engineer will role model the BT capabilities and values, driving best practice and improvements within and beyond their immediate area of responsibility, keeping the customer at the centre of everything they do.

The role holder is responsible for providing effective support and communications relating to all incidents across operational in-life platforms and support tasks [RFC’s]. The role holder will act as part of a wider team dealing with all relevant issues and where appropriate under the guidance of the Incident manager.

Support the Global Secure Solutions (GSS) organisation by acting as the primary point of contact for internal and external customer networks, platforms, and systems, providing first class technical assistance and resolving the majority of issues. Ability to operate these services within agreed service levels, contractual agreements and to budget. You must be up to date and knowledgeable with cloud services and be proficient in supporting a wide range of technologies including BT legacy systems.

What you’ll be doing

• You will be the primary point of contact for all customer issues, responsible for logging, triaging, and investigating all incidents within agreed service levels to resolution ensuring efficient and effective communication is delivered to internal and external stakeholders, managing customer expectation and satisfaction.
• Responsible for the proactive monitoring of all operational services for both our internal and external customers using multiple systems and tools to support diagnostics.
• Responsible for the Management of modern technologies as well as IP and Data Infrastructure across multiple platforms and services.
• Engage with stakeholders including customers and technical specialists with adopting and adhering to change management practices including the assessment of planned engineering works on a supported platform/service.
• Undertake maintenance and proactive activities as required to ensure continued availability, adequate capacity, and effective performance of all services including supporting vulnerability management.
• Demonstrate the ability to translate technical knowledge into a non-technical language for a wider range of stakeholders to understand acting in accordance with agreed and documented processes and procedures adopting ITIL best practices.
• Keep abreast of IT service management best practice and emerging technologies, providing recommendations for change by undertaking suitable learning to remain up to date with industry best practice.  

What skills you’ll need

• Must have strong communication skills, with demonstrated ability to articulate complex technical concepts in a manner understandable and useful to customers and senior stakeholders.
• Sound technical knowledge including a degree of Cisco CCNA or equivalent skills, a good understanding of Windows Server (AD, IIS), desktop environments, Network Transmission, Cloud Managed Services and a keen interest in emerging technologies.
• Familiarisation of BT Product Portfolio – Legacy and New IP and associated network tools and services such as CSS, CAMMS, COSMOSS, AUTOFIX, AGENT DESKTOP etc.
• Ability to work in a high-pressure environment with strict KPIs governing service operations.
• ITIL 4 Foundation, Service desk experience and good relationship management skills with a dedicated and positive attitude.