Address
Swindon Based
24/7 Customer Site. Shifts Days/Nights
This role will give you the opportunity to work directly with our dedicated customer based in Swindon
Management of all Incidents to a successful resolution, both high priority tickets through to lower priority ones. The role holder will be tasked with ensuring the infrastructure is fully available, incidents are resolved in a timely manner and meeting the customer’s service level agreements.
The role owner will also be tasked with working collaboratively with their client counterpart to recommend improvements to the estate. This will include the recommendation of new and existing products in conjunction with the Design team.
The role is very customer focused, being present on the customer premises and have the ability to respond immediately to customer driven work.
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 secure, 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.
Key Responsibilities
- Ownership for the progression of all incidents, problems and changes within the Operational environment.
- Stakeholder relationship with members of the customer ECC to articulate the progression of investigations in to the managed infrastructure.
- Be a part of a 24x 7 Shift rotation, located within the customer command center on customer premises.
- The timely clearance of all P1 and MI incident reports on their platform by guiding technical resource.
- Completion of other tasks beyond Incidents, including Simple Change request, problem ticket progression and ad-hoc tasks allocated by the Platform Manager and senior managers.
- Own the operational compliance standards of their platform and the delivery of any remediation activities.
- Own operational risks/ vulnerabilities across their platform and the delivery of all associated remediation activities.
- Proactively recommend enhancements to the platform, feeding in to the Design team.
- Review and support Firewall polices functions configuration builds to allow implementation of customer projects.
- Interactions with the client keeping them abreast of technical issues for which they are a stakeholder.
- Liaise with BT Design and Implementation teams to develop new services, test and agree standard solutions.
- Provide pier training where required and input in to customer presentations.
- Monitor the effectiveness and responses of 3rd party vendors, feeding in to the Service team.
- Maintain client documentation, updating as the changes and faults demand
- Complete and own integration testing on new products and services, producing all relevant supporting documentation.
- Flexibility in regards to work rotation and shift patterns to ensure all shifts are filled. Filling other rotation slots when required.
- Attend meetings on behalf of the team and line manager.
- Provide input to internal & external monthly reports.
- Ensure full awareness of the need to safeguard sensitive customer information at all times, so that customers perceive BT to be a trustworthy organization.
Skills And Experience We Are Looking For
- Cisco Security (ASA & FTD), Load Balancing, F5 – LTM, ASM & GTM, Juniper SRX, Bluecoat Proxy, Skyhigh SSE, McAfee ATD & nDLP - Experience including high level design.
- Skill in investigation, structuring information, constructing and testing hypotheses to identify root cause and reach conclusions.
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
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.
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.
