Service Assurance Tier3 SER

Why this job matters

Reporting to the Senior Manager – Customer Success and Enablement, this crucial role is responsible for monitoring and resolving network faults on the Radianz Platform.  Ensuring superior platform stability, performance and relevance, this position will relentlessly underpin the product assurance confidence in the Radianz brand. 

This role will develop and deliver superior restoration services, develop frameworks, tools, standards, and technologies driving a continuous improvement culture.    We will relentlessly manage our partners, suppliers, and internal teams to a world class standard of excellence supported through a set of exhaustive management KPI’s. 

This role will be responsible in overseeing the Network Delivery, Incident Management, and MACD, and also support other Radianz portfolio items, while collaborating across various support teams to deliver targeted improvements in both design and delivery towers. 

The position will accelerate revenue opportunities by providing a subject matter expertise supporting Sales and Delivery initiatives. In addition, the role must adhere to all BT Security Policies and: 

Ensure BT security policy and procedures and ISO 270001 Controls are followed. 

Adhere and maintain the documented ISO27001 procedures and processes by participating in reviews for compliance to security policies. 

Skills required

• The strong understanding of Capital Markets and their technology challenges.  
• In-depth technical and design knowledge of BT Radianz platforms and its ecosystem 
• Ability to apply and direct technology innovation, automation, and support technologists to reduce MTTR of BTR incidents.   
• Able to manage a complete end to end customer experience, demonstrating mastery in the customer’s technology life cycle and business strategy. 
• Bachelor’s Degree and 2+ years of related work experience. 
• MS Windows Certifications or equivalent experience  
• Windows Server Administration   
• Active Directory Support
• Group Policies 
• PowerShell scripting 
• Network Services: DNS, LDAP, RDP, NPS, OpenSSH, NAS, CA, DFS, Backup 
• Windows Patching and auditing 
• CIS Windows Server policies 
• Hyper-V 
• Microsoft Azure 
• VMware 
• PKI 
• Ability to work within a fast paced, multi-tasking, team environment. 
• Ability to manage and prioritize multiple projects. 
• Excellent oral and written communications skills.  

What you’ll be doing

• Champions the Customer Experience across all Radianz Portfolio Items: 
•      Connect 
•      Compute 
•      Secure Messaging  
•      Security 
• Accountable for the operational availability and aggressive assurance of the multi-platformed LOB in the Financial Vertical. 
• Develop and optimise E2E tools, frameworks and processes to support and diagnose highly performant platforms driving real time exchange trading engines.  
• Handle internal escalations and ensure timely resolution on any tools impacting incidents. 
• Architect, deploy, and manage all MS Windows Infrastructures (core and client edge)  
• Physical builds: HPE, Dell, Lenovo, Cisco 
• Virtual builds: Hyper-V, VMware, Azure 
• Configure and manage MS Windows AD 
• Configure and manage MS Windows Patching Services 
• Management Reporting and review of Security logs. 
• Manage backup and recovery of server estate. 
• To ensure compliancy with all BT standards in support of ISO and SOC Certifications. 
• Aide in Cloud Solution Selection  
• Participate in on call rotation for off-hour network escalations. 
• Manage and maintain Server Support documentation and diagrams. 
• Create support procedures for staff. 
• Manage client relationships including installations, requests, inquires, and changes. 
• Review Change Requests for Windows security risks. 
• Ongoing management and performance tuning   
• Manage and participate in security audits. 
• Integration support during client installations. 
• Ongoing capacity planning and management. 
• Automating daily support and administration tasks. 
• Provide proactive monitoring services on high touch clients.  
• Perform other duties as assigned by management. 

Experience you would be expected to have

• In-depth knowledge of Radianz Portfolio, Global Capital Markets and evolution of market data. 
• Develop reporting and trending on system performance and capacity. 
• Ability to follow through on design requirement and deliverables met for key systems. 
• Service Obsessed: Ability to create and deliver Train the trainer type to engineers on new applications and procedures. 
• Developing Application Test and Support Matrices. 
• Excellent understanding of all portfolio technologies and their life cycle, in order to identify areas of risk, and deliver leading service models underwriting our brand’s reputation.   
• Demonstrates an excellent capability to identify market disruptions, to analyse and translate industry trends into technology and service strategies for BT. 
• An excellent track record of effectively influencing the stakeholder requirements from both a BT and external perspective. 
• Demonstrates a mastery of incident and conflict management. 
• Demonstrates fiscal prudence and budget management skills.