Network Cloud Capacity & Optimisation Engineering Specialist

Job Description

Why this job matters

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.

Innovation drives everything we’ve done since BT started in 1846. Coming up with new ideas and developing new technologies is central to our future. We want to improve people’s lives for the better in welcome, relevant and affordable ways and we’ll be fast to market with an effortless experience to match. We will continue to focus on developing our converged network capabilities which will give customers seamless connectivity. Our skilled people will lead this technological revolution, not only for our customers but for the industry across the Globe, truly making customers our heartbeat.

This role is hybrid (3 days in office) & can be based in either BT's Manchester or Ipswich office

What you’ll be doing

The Capacity & Optimisation Engineer leads customers to engagement across all of Network Cloud, delivering customer value and success through excellence and expertise regarding Network Cloud.
1. Leads the implementation of specific capacity management and platform optimization plans, ensuring customer value realisation, retention and renewals.
2. Leads the reporting of capacity management and utilistion metrics, including escalations, resolutions, health indicators such as CPU, latency and throughput, and renewal dates (where applicable) in alignment with BT Group standards.
3. Leads in building value-based relationships with customers to optimise capacity management whilst leveraging the BT Group’s resource pool.
4. Executes a range of customer, operational, project and service activities within the Capacity & optimisation Management and wider Platform Management team and other related teams, within guidelines and policies.
5. Works directly with all Network Cloud tenants to implement improvements to working processes within the area of capacity management, optimization and resiliency of the platform.
6. Provides leadership in the delivery of the services offered by the team and drives service productivity to achieve targets.
7. Drives the engagement of the team in the Problem Management process to participate in complex problem diagnosis, help mitigate any identified risks within the infrastructure and actively contribute to RCA recommendations.
8. Works with vendors and internal engineering verticals to optimization and cost saving across both Domain 1 and Domain 2.
9. Consults with tenants and their vendors to ensure best practices are used, all deliveries are cost effective and tenants needs are met.

Skills Required for the Role

1. Problem Solving
2. Technical Support
3. Time Management
4. Communication Management
5. Customer Experience Management
6. Feedback Management
7. Interpersonal
8. Customer Relationship Management
9. Conflict Management
10. Issue Resolution
11. Issue Diagnosis
12. Commercial Acumen
13. Continuous Improvement
14. Complaint Management
15. Business Process Improvement

Experience Required for the Role

• Made decisions in ambiguous situations using incomplete information or differing opinions (e.g., divided team loyalties or unclear deliverables)
• Aligned project plans and objectives with BT strategy and values
• To suit the needs of a customer, colleague or client moved outside of expected process or practice
• Knowledge of telco cloud, running both Openstack & VMware
• Understanding infrastructure of an prem cloud including switches, servers, storage in order to optimise utilisation
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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.