(GIPX) Technical Service Professional

Job Description

Why this job matters

As a valued member of the GIPX team you’ll be empowered to deliver service excellence for our customers. This responsibility includes diagnosing and resolving customer issues and proactively identifying and implementing service improvements. This is an exciting role that will give you the opportunity to work with teams across BT, with our vendors/partners and interact directly with our customers. The purpose of this job and this team is to provide world class customer experience for customers. You will be responsible for the management of customer reported issues, proactive traffic management and fraud management across the Global IPX platform.

This job is hybrid (3 days in office) in either Birmingham or Manchester

What you’ll be doing

• Resolving IP Service issues across the SDIN platform, pertaining to GIPX faults.
• Translating customer feedback in to service metrics.
• Focused on the reduction of customer and internal escalations through robust root cause analysis, ensuring lessons learnt are captured and improvements are implemented.
• Maintaining ongoing communication with Stakeholders.
• Dealing with escalations from external CP’s/Customers and internal BT teams and seeing the issue through to resolution.
• Ticket management on SNOW.
• Proactively identifying and implementing service improvements.
• Implementing post incident improvement action.
• Solving complex problems.
• Effective demand management and prioritization.
• Identifying and delivering automation opportunities.
• Providing clear and effective communication, upstream, downstream and with customers.
• Continuous self-driven development.

Technical accountabilities -

• Good knowledge and understanding in protocols such as SIP, SDP and RTP.
• Proven experience within ticketing systems, jeopardy management and diagnostics on SNOW preferable.
• Good knowledge of BT Voice platforms, order journeys and operating models/process.
• Advise on product features and limitations / identifying workarounds or rerouting network traffic.
• Assist with provisioning of new customers and services.
• Ability to adapt and move between platforms seamlessly to fault cross platform issues.
• Be available for out of hours support as a when needed.
• Take ownership of priority customers.

Skills Required for the Role

• Story-telling with data: strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences.
• Business acumen: Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy.
• Data driven decision making and communication: drawing on data and analytical techniques where appropriate and communicating this to business audiences
• Team player & collaboration: You will be working with many different teams and stakeholders, requiring you to establish good relationships and contribute as a team player.
• Process/System Improvement: Identifying process improvements and automation opportunities in your day to day role to improve the experience for our customers.
• 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 for our customers and prevent reoccurrence.
• Technical & Driven to upskill: You will have a technical aptitude and be passionate about driving your own development, learning new skills and competencies where required dependant on specific projects and focus areas.

Experience Required for the Role

Mandatory:

• Ticket management on SNOW.
• Experience with Wireshark and/or other such tracing tools.
• Good knowledge and understanding in protocols such as SIP, SDP and RTP.
• Good understanding of Signalling and Networking topologies.

Desirable but not essential:

• Project management.
• Experience in Continuous improvement methods that drive on-going improvements to process and service.
• ITIL 4 Certification.
• Communicating effectively with customers to understand their needs and interpret into SMART objectives.

Benefits

• On target 10% on target bonus​
  
• 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.​
  
• 25 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.