Service Operations Engineer

Job Description

Join BT as a Service Operations Engineer Shape the Future of Consumer

Location: London or Ipswich

Please note this role will be office based 5 days a week

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.

Why this role matters

A Service Operations Engineer will role model the BT capabilities and values, driving best practice and improvements within and beyond their immediate area of responsibility, keeping the customer at the centre of everything they do.

The role holder is responsible for providing effective support and communications relating to all incidents across operational in-life platforms and support tasks [RFC’s]. The role holder will act as part of a wider team dealing with all relevant issues and where appropriate under the guidance of the Incident manager.

Support the Global Secure Solutions (GSS) organisation by acting as the primary point of contact for internal and external customer networks, platforms, and systems, providing first class technical assistance and resolving the majority of issues. Ability to operate these services within agreed service levels, contractual agreements and to budget. You must be up to date and knowledgeable with cloud services and be proficient in supporting a wide range of technologies including BT legacy systems.

What you’ll be doing

• You will be the primary point of contact for all customer issues, responsible for logging, triaging, and investigating all incidents within agreed service levels to resolution ensuring efficient and effective communication is delivered to internal and external stakeholders, managing customer expectation and satisfaction.
• Responsible for the proactive monitoring of all operational services for both our internal and external customers using multiple systems and tools to support diagnostics.
• Responsible for the Management of modern technologies as well as IP and Data Infrastructure across multiple platforms and services.
• Engage with stakeholders including customers and technical specialists with adopting and adhering to change management practices including the assessment of planned engineering works on a supported platform/service.
• Undertake maintenance and proactive activities as required to ensure continued availability, adequate capacity, and effective performance of all services including supporting vulnerability management.
• Demonstrate the ability to translate technical knowledge into a non-technical language for a wider range of stakeholders to understand acting in accordance with agreed and documented processes and procedures adopting ITIL best practices.
• Keep abreast of IT service management best practice and emerging technologies, providing recommendations for change by undertaking suitable learning to remain up to date with industry best practice.

What skills you’ll need

• Must have strong communication skills, with demonstrated ability to articulate complex technical concepts in a manner understandable and useful to customers and senior stakeholders.
• Sound technical knowledge including a degree of Cisco CCNA or equivalent skills, a good understanding of Windows Server (AD, IIS), desktop environments, Network Transmission, Cloud Managed Services and a keen interest in emerging technologies.
• Familiarisation of BT Product Portfolio – Legacy and New IP and associated network tools and services such as CSS, CAMMS, COSMOSS, AUTOFIX, AGENT DESKTOP etc.
• Ability to work in a high-pressure environment with strict KPIs governing service operations.
• ITIL 4 Foundation, Service desk experience and good relationship management skills with a dedicated and positive attitude.

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

A Few Points To Note:

This role is listed as full-time and will be office based 5 days a week.

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.