Delivery, Operations & Support Engineer

Job Description

Why this role matters

In Network Operations we manage, monitor and maintain BT’s UK Network, as well as the Cloud, IT & Infrastructure units which fall into our remit, 24 hours a day, 365 days a year. This includes our UK transmission networks, our UK core IP networks that serve our customers who use Broadband, Ethernet, Mobile as well as BT’s Legacy portfolio of PSTN, Private Circuits and ISDN30. We manage BTs internet peering connections and services, Europe’s largest Wi-Fi network, the power and environmental services at all of our exchanges, as well as all of the internal IP networks serving BT staff and buildings around the globe. Furthermore, we have a dedicated Cyber Security team who are encountering a significant number of cyber-attacks per day, as well as a newly formed Network Cloud team, virtualising our data centres to support ever-changing and expanding technologies.

Our job is to identify and deal with any problems before they impact service where possible. Where this is not possible, we react to failures that do occur, ensuring we communicate to our customers and stakeholders quickly, accurately, and effectively, as well as ensuring we get service restored for our customers in the most efficient manner possible. For Ethernet, MEAS and private circuit customers (e.g., large businesses, mobile network providers, and other telecoms operators) we carry out diagnostic and repair activities on these specialist services. We do all of this to ensure our customers get a brilliant service experience today and in the future.

Most of the Network Operations team carry out the day-to-day operational activities, working shifts (days, double days or 24/7 shift), around the clock, in our state-of-the-art operations centre in Adastral Park. We work closely with other teams, including field engineers, BT’s customer facing units as well as other Network Services teams (such as design, technical services, etc.) and with our key external suppliers and equipment providers. As technology advances, the teams within Network Operations are everchanging and ever-growing to facilitate for any growing demands on our network.

What you'll be doing

Customer Service & Communication

• You go ‘Beyond Limits’ to deliver excellent customer service by prioritising tasks, owning issues, and providing timely updates.
• Communicate effectively with customers, suppliers, and internal teams, especially during major incidents. This includes providing timely and quality updates (system notes and KCIs) and taking ownership: you plan next steps to resolve and own until completion.
• You champion and role model best practice regarding fault handling and communications both internally and externally whilst controlling the work stack/queues.

Technical Expertise & Fault Management

• Maintain strong technical knowledge of service areas and SLAs. For example: Start to Notify, Start to Restore, Network Availability, Mean Time to Repair and Customer Experience metrics.
• You ensure that customer impact (and potential risk) is known and understood for all network issues.
• Diagnose and resolve network/service issues using OSS tools and ensure quality documentation.

Collaboration & Leadership

• Coach and support colleagues through training and knowledge sharing.
• Work collaboratively across teams and contribute to continuous improvement initiatives.
• Take responsibility for an appropriate handover between teams to track ongoing issues and reduce risk to service.You read, action, and respond to leadership briefings which have been shared about the centre or your work area.
• You work collaboratively with colleagues, customers, and suppliers – in line with BT’s Values.You adopt a ‘One Team’ approach across the centre – with all shifts sharing common values and purpose.

Process & Compliance

• Follow local processes, health & safety, and security standards.
• Manage spares orders and returns in line with network impact and priority, including EFR & RMA’s being processed in a timely manner to enable effective replenishment of spares.

Personal Development & Engagement

• Drive personal development through accreditations and active participation in performance reviews. For example, drive your own personal development and hold relevant vendor accreditations for work area (I.e. CCNA / NRS1 or equivalent) working towards advanced Professional level (I.e. CCNP. Where applicable, utilise a skills matrix to manage / assess your skillset.
• Where required, you utilise your Pool Days for training and development (and support operational team if required by Duty Manager).
• Use continuous improvement techniques and tools to work collaboratively with the wider business to improve our service.
• Contribute to team huddles, feedback sessions, and process documentation.

Benefits

• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%​
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.​
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.​
• 22 days annual leave (not including bank holidays), increasing with service​
• 24/7 private virtual GP appointments for UK colleagues​
• 2 weeks carer’s leave ​
• World-class training and development opportunities​
• Option to join BT Shares Saving schemes.​

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

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.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

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.