Job Summary

We are in an incredibly competitive industry and it’s not just the technology that’s important, but the world of promise it creates for our customers. We live and work in a connected world where people want seamless service, great products and the best connectivity there is, as well as continually expecting more and more from us, and rightly so. Technology is BT’s powerhouse, with our expert technologists, we have a unique position in BT. By bringing together our technical and commercial expertise, and our insight and passion for customer experience, we help BT stand out from the competition. With the best networks and smart innovative products, combined with a personal experience, it sets us apart from the pack.

Responsibilities:

• Executing the implementation of complex change in line with change management best practices and the associated governance. 
• Managing stakeholder and demand expectations through cross area engagement 
• Developing technical capability through continued learning and use of Tech Pathways 
• Have a working knowledge of the 21C network 
• Ensure interactions with customers and colleagues are respectful and courteous and represent BT in a professional way 
• Seek to improve, and work in line with, standardised processes and procedures, including automation  
• You are authorised to access, use or disclose customer information only when you need to do so to perform your operational duties.  
• You will be confident and professional in communicating with all stakeholders, both locally and with members of the Senior Management Team 
• You will have extensive experience of network technologies and protocols within your native domain 
• You will have awareness of the E2E service journey 
• You will be able to adapt to emerging and evolving technologies, in line with Tech Pathways role mapping 

Key Skills:

• The key purpose of this role is to be the technical interface into the Converged Core Platform. 
• Job holders must be able to understand Converge Core platform/product architecture and service flow, as well as how our customers consume these products. 
• Utilising multiple planning tools and techniques the role holder needs to create capacity plans, provide provision activity across the Converged Core Platform and pro-actively identify service improvements, deliver problem management improvements and ultimately improve customer experience with improved MTTP. 
• Role holder needs to communicate with stakeholders at all levels. 
• Job holder will also be responsible for process automation and maintaining robots. 
• Data driven decision making and communication: drawing on data and analytical techniques where appropriate and communicating this to business audiences 
• Product Knowledge: understand the products and services that BT provide and how our customers utilise them. Tenacious Problem Solver: a desire to look across platforms and teams to ensure problems are resolved and prevent reoccurrence.  
• Technical Skills: Good knowledge and understanding of Nokia Service Router (SR). Highly experienced in call tracing and fault diagnostics. Good knowledge of BT Converged Core Platform, service journeys and operating models/process