Service Ops. Professional

Recruiter: Krystle James

Career Grade: E

Expiry Date: 14/10/26

Security isn’t always the first thing that comes to mind when you think of BT, but when it comes to keeping everyone safely connected, We Are The Protectors. We deal with thousands of cyber-attacks every day, so that millions of people can safely go about their daily lives and run their businesses. We deliver vital work at scale, with real breadth and impact. We connect for good.
You'll be joining a specialist security team that is a trusted partner to governments worldwide, protecting critical national infrastructure and committed to the safety and security of our nation and global communities. Our mission focused work is innovative, inspiring and technologically challenging in a way that makes every day different and stimulating. We provide the opportunity to work on rare projects, with exciting tools and brilliant people. Everyone has access to unparalleled professional and personal development opportunities and your contribution is always valued.

About the role

As a Technical Support Professional, you will be part of high-performing local technical support team, that is responsible for the delivery of exceptional service to customers and stakeholders in the support of obligatory platforms and services. You will be responsible for the resolution of complex technical issues and changes, delivery of continuous improvement initiatives, and help in the implementation of support strategies that enhance operational efficiency and customer satisfaction. By working closely with cross-functional teams, you will provide technical support, manage escalations, and ensure adherence to service standards and best practices. The role requires you to provide hands-on technical support and liaise with vendors and suppliers to ensure platform availability and stability.

This job role is based in Bristol. Hybrid (3 days office based & 2 days remote) Mon-Fri 37.5. SC Security Clearance is required. Must have lived in UK for 5+ years to obtain clearance.

What you’ll be doing

• Providing excellent support to obligatory platforms to meet SLAs and KPIs
• Deliver analysis of EE communications data.
• Provide technical consultancy and guidance to technical queries
• Lead in liaising with EE source system owners to identify and resolve data feeds issue.
• Leading in the resolution of incidents within agreed timescales and that changes are efficiently managed, implemented and communicated to all key stakeholders.

Essential Skills / Experience

• Issue resolution
• Technical support
• ITIL
• IT service delivery
• Data analysis

Desirable Skills / Experience

Essential:

• Experience in Incident, Problem & Change management (ITIL)
• Technical Knowledge of the EE mobile core network, specifically voice/data/SMS services
• Experience of Windows & Linux.
• Building collaborative relationships across customers, BT Security and with other BT teams and vendors.
• Provide on call cover as required by the business.

Desirable:

• Knowledge of specific end to end Obligations system designs, standards and applicable underlying security requirements to facilitate support of those platforms.
• Experience using Service Now/JIRA
• Business strategy and the drivers of service performance e.g. SLAs and KPIs

Our Package

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.

You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus

• Access to an online private GP 24/7 for you and your immediate family

• Market-leading paid carers leave with up to 2 weeks off

• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay

• Discounted EE and BT products, including mobile and broadband

• Market leading Pension scheme – 5% from you and 10% from us

• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Ready to connect for good and help shape the future? Apply now

#LI-Hybrid

Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention.

We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market.

With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with.

If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.