About the role

As part of the NatWest Network Traffic Management Team, Monitor and analyse security alerts and incidents using F5 technologies and other security tools to ensure the integrity and confidentiality of our data.
  Configure and maintain F5 LTM and GTM solutions to optimize traffic distribution, enhance security, and ensure high availability of applications.
  Implement and manage F5 ASM to protect web applications from a variety of threats, including DDoS attacks and OWASP Top Ten vulnerabilities.
  Collaborate with cross-functional teams to design, deploy, and maintain security policies that align with industry best practices and regulatory requirements.
  Conduct regular security assessments and audits to identify vulnerabilities and recommend appropriate remediation measures.
  Respond to security incidents, performing root cause analysis and implementing corrective actions to prevent future occurrences.
  Stay up to date with the latest security threats, vulnerabilities, and industry trends to continually improve the security posture of the organization.
  Create, maintain, and document security policies, processes, and procedures related to F5 technologies and overall security operations.
  Provide training and support to team members and stakeholders on security best practices and the proper use of security tools.

What you’ll be doing

    Act as the frontline operational contact for network-related incidents, service requests, and operational activities.
    Manage and drive resolution of P1 and P2 incidents within agreed SLAs, ensuring timely updates and stakeholder communication.
    Handle and maintain tickets across ServiceNow (SNOW) platforms, including out-of-hours double-keying activities where required.
    Create, coordinate, and implement Standard Service Requests (SSRs) and network change plans in accordance with change management processes.
    Perform daily operational health checks of Datacentre Devices, ensuring proactive identification of issues.
    Monitor shared operational mailboxes and maintain effective queue management to ensure timely ticket handling.
    Contribute to Customer Satisfaction (CSAT) objectives through professional customer engagement and service excellence.
    Ensure accurate and timely closure of operational activities and incidents, maintaining expected closure targets and quality standards.
    Support additional operational, service improvement, and transformation activities as assigned through regular performance and development discussions.
    Proven experience of technically supporting live operations in a managed services environment
    In depth knowledge of managed customer solutions
    Engagement with 3rd party vendors in advanced troubleshooting and problem solving
    Detailed understanding of emerging technologies across the managed services portfolio
    Working in an environment that adheres to ITIL best practices (ITIL4 foundation advantageous)

Essential Skills / Experience

    Intermediate / advanced certification or equivalent experience in at least 3 of the following:

MANDATORY  LTM/GTM/ASM

    Good understanding of network fundamentals, incident management, and troubleshooting methodologies.
    Strong verbal and written communication skills with the ability to engage confidently with customers and stakeholders.
    Willingness to work in a 24x7 operational support environment, including shift patterns and out-of-hours activities.
    Experience in customer interaction and maintaining a customer-centric approach.
    Ability to collaborate effectively with internal BT teams, service partners, and technical stakeholders.
    Positive attitude with a proactive approach to problem-solving and continuous improvement.
    Strong team player with the ability to work in a fast-paced operational environment.
    Good organizational skills with the ability to manage multiple priorities and meet service level commitments.
    Understanding of ITIL-based processes, including Incident, Change, and Request Management, is desirable. 

Desirable Skills / Experience

F5 XC Cloud