Senior Service Operations Engineer

Recruiter: Viktoria Pálfi-Vincze

Hiring Manager: Hanna Stefanyuk

Career Grade: F

About BT

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.
BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.
Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.
We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.

About the role

• Specific business area: Service Assurance
• Impact of the role: You will be actively working on network related incidents/service requests ensuring quick resolution of unplanned service interruptions and request implementations supporting smooth running of services offered by BT to our customers.
• Link to strategy: You will be working in incident management in close collaboration with other ITIL functions in alignment with BT Group’s Behaviours.

What you will be doing (Role Accountabilities)

• Owning, leading and driving issues and representing BT during technical conference calls
• Handling technically complex incidents and changes received through ticketing tools, emails and occasionally calls
• Being responsible for cooperating with internal and external stakeholders and making sure you leave a lasting good impression
• Being exposed to a variety of internetworking technologies (MPLS, DMVPN, SDWAN, ZScaler, VoIP just to name a few) through supporting complex network solutions
• Being a crucial part of operating and maintaining worldwide businesses for our customers in the pharmaceutical, manufacturing, automotive industry etc.

What you’ll need to succeed (Skills & Experience)

Soft skills:
• Ability to meet the customers’ needs in line with the business requirements
• Focusing on the objectives and the required outcomes of the processes while delivering a service
• Working with a cooperative and positive attitude in a group setting to achieve common goals
• Ability to comprehend and to oversee various aspects of a problem or a situation
Professional skills:
• In-depth understanding of LAN/WAN technologies (CCNA-level knowledge, the certificate is not needed)
• Knowledge of network troubleshooting is required
• 1-2 years of experience in technical support is an advantage
• Familiarity with the following products is an advantage: Cisco, Juniper, Adva, Avaya, Ipanema, Meraki is an advantage
Other skills:
• English on a fluent level is a must
• Effective communication

Additional information:
• Having the opportunity to learn from senior colleagues/professional trainers
• Finding out whether you are an early bird or a night owl thanks to the weekly rotating shift pattern (flexible working patterns)
• Competitive salary
• Shift allowance
• Additional benefits
• Smart working (home + office)

BT Group’s Behaviours
Customer First: Prioritize customer needs in every decision and action.
Challengers: Challenge the status quo and bring innovative ideas to life.
Committed: Own outcomes and deliver with integrity.
Clear: Communicate openly and simply, ensuring alignment.
Connected: Collaborate across teams to achieve shared goals.

“We believe in open conversations. If selected, salary details will be shared with you ahead of your interview, so you have clarity from the start.”

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.