Tool Management Implementation professional

Recruiter:Anuradha Saldi

Hiring Manager:Ankur Chhabra

Career Grade:E

Internal Closing Date:22 July 2026

About the role

• A Tools Management Professional in the Service Tooling & Automation (STA) team is responsible for managing, optimizing, and automating service assurance tooling platforms that support ITIL-based operations and customer service delivery.

• The role sits at the intersection of:
• Service Operations
• Monitoring & OSS tooling
• Automation & ITOM
• Customer service performance
• Focus is on ensuring tools drive operational efficiency, reliability, and automation-led outcomes

• Service Operations
• Monitoring & OSS tooling
• Automation & ITOM
• Customer service performance

• Provide technical management and operational support for network/service tooling and automation platforms
• Enable end-to-end service assurance through tool integration, analytics, and automation

What you will be doing (Role Accountabilities)

1. Support Event management function in Model office
2. Take initiative to keep own skills up to date and to maintain an awareness of developments in service assurance tools.
3. Possesses strong expertise in BMC Entuity and TSNA
4. Expertise on Network Automation tools like NetBrain
5. Provide Tools management Support capabilities: -

• Support SYSTEM TOOLING AND AUTOMATION team through tools inputs to: Support scoping and costing of options to resolve business capacity issues.
• Support investigation of service and component capacity issues.
• Carry out impact analysis and risk assessment on RCA for critical events. Support root cause investigations
• Conduct diagnosis in support of Service Desk, Problem management team
• Support problem investigations
• Support development of permanent solution
• Produce housekeeping tasks
• Identify performance issues
• Highlight the automation process gaps and work with CTIO to fix the same.
• Model options for tuning
• Participate in change on Service assurance tools and approve the same.
• Conduct investigation and Identify issues and opportunities
• Optimize event monitoring rules and correlation approach
• Organize regular customer meetings.
• Input to governance of Tooling and Event Management

1. Ensures that appropriate Model office product standards.
2. Contribute to the Event Management process and its operation and perform defined Event management tasks.
3. Leverage Agile tools such as Jira, Confluence, Kanban boards, and dashboards for visibility and reporting.

1. Contribute to unified tooling approaches for tracking, reporting, and improving operational efficiency.
2. Prepare regular progress reports, sprint metrics, burndown charts, and performance insights for leadership.

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

Skill Category

Skill Title

Skill Description

Desired Skill Level

Technical

Network Management & Monitoring Tools

Experience in working with the following tools:

1. BMC Entuity
2. TSNA
3. NetBrain
4. EMC SMARTS
5. EMC Ionix
6. Network Configuration Manager (NCM)
7. Prognosis
8. Nagios
9. SevOne
10. Any other Event management tools (SNOW etc.)

Able to evidence operational and management (including configuration) capabilities for at least 3 of the tools listed and any other tools as deployed within your area of operations.
General understanding of Network, VoIP and Security Tools and benefits.

Technical

Linux Experience

Experience and deep understanding of Linux Operating Systems

Able to perform all System Administration tasks including trouble shooting and maintenance fixes

Technical

Virtual Machine Management

General understanding of Virtual Servers managed in VMware vCentre environments

Able to demonstrate experience of managing virtual machines using VMware vCentre and/or VMware vSphere client

Technical

Data Analytics

Understanding and use of analytical tools, techniques and behaviours

Able to analyze data through usage of analytical tools to determine patterns/trends.

Technical

Microsoft Excel

Experience in working with the Microsoft Excel package.

Able to perform basic functions and operations using simple worksheets and formulas.

Technical

Microsoft PowerPoint

Experience in working with the Microsoft PowerPoint package.

Able to construct presentation slide decks summarizing key service level outcomes, trending, root cause information and mitigation detail

Professional

Numeracy

Skill in understanding and interpreting numerical data in order to identify trends and patterns.

Able to appropriately use a range of relevant statistical functions to summarize and analyse data.

Professional

Commercial Awareness

Understanding the contract schedules and working with commercial and financial issues.

Able to understand financial and commercial issues in own narrow work domain interacting in a limited way with customers and suppliers.

Professional

Problem Solving

Skill in investigation, structuring information, constructing and testing hypotheses to identify root cause and reach conclusions.

Able to identify root cause of problems provided all required information is available within domain.

Professional

Process Improvement

Individual understands and can perform improvement activities on a simple business process in own area of expertise.

Individual understands and can perform improvement activities on a simple business process in own area of expertise.

Professional

Presentation Skills

Skill in delivering information to a range of audiences in a clear and coherent manner via audio and face to face

Able to present per-prepared material coherently

Behavioural

Process and Policy Adherence

Capability to rigorously adhere to defined processes and stated policies in carrying out assigned tasks.

Rigorous and consistent adherence to defined processes and policies with ability to interpret such policies and processes intelligently.

Behavioural

Proactivity

Capability to identify issues and opportunities and initiate action without explicit instruction.

Consistently identifies requirement for proactive action and takes such action correctly and effectively.

Behavioural

Attention to Detail

Capability to pay close attention to details of requests and deliverables and instructions.

Errors as a result of lack of attention to detail are extremely rare. Focus on detail is integral to personality and behavior.

Behavioural

Assertiveness

Capability to assert own position and point of view in the interest of the customer and the team.

Consistently and confidently asserts own point of view when justified and in a constructive manner.

Behavioural

Reliability

Capability to be act in a professional manner including timeliness and consistency of quality.

Behaves with high professionalism, is always on time and manages priorities and expectations effectively for self and others.

Behavioural

Risk Awareness

Capability to recognize risks and guide actions to raise and avoid risks which may impact performance.

Consistently identifies risk situations and either constructs avoidance actions or asks for guidance.

Behavioural

Flexibility

Capability to behave and react flexibly to unexpected changes in requirements and working practices whilst maintaining performance.

All but the most extreme or short notice changes are absorbed effectively with only minor impact on performance.

Qualification

ITIL

ITIL Foundation (minimum)

ITIL Practitioner (desirable)

Can demonstrate understanding of the ITIL service model including relationships and dependencies between disciplines and processes

Qualification

CCNA

IP Networking knowledge is essential.

Cisco Certified Network Associate (or similar certification) (minimum)

Can demonstrate understanding of Network Types, Network Media, Switching Fundamentals, TCP/IP, IP Addressing and Routing, WAN Technologies, Operating and Configuring IOS Devices, and Managing Network Environments

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.

About the role

The Site Reliability Engineering Professional is responsible for supporting BT to be in the best position to deliver the service performance, reliability and availability that internal and external customers expect.

What you’ll be doing

1. Supports the implementation of new software development life cycle automation tools, frameworks, and code pipelines (continuous integration/continuous delivery pipelines), helps to elevate the organisation using best practices with a focus on the re-use of application code, demonstrates consistent software delivery practices and produces continuous integration/continuous delivery platform solutions using Amazon Web Services Cloud, infrastructure as code (IaC), GitOps, and container technologies
2. Supports teammates and engineering teams to identify and implement requirements for building a high-end developer experience enabling quick, autonomous, and secure delivery of production changes
3. Supports the maintenance of monitoring tooling used to optimise systems for uptime, performance, and reliability
4. Executes tests to investigate how the infrastructure handles failure and scaling
5. Supports the execution of approaches that scale systems sustainably through automation mechanisms and evolves systems by pushing for changes that improve reliability and velocity
6. Supports the delivery of infrastructure as code software to improve the availability, scalability, latency, and efficiency of services
7. Executes quality control/quality assurance on new clusters and software deployments
8. Supports the operation and management of distributed storage architecture
9. Monitors queue and support processing to support in the identification of early warning of support issues
10. Supports in the implementation of ways to improve working processes within the area of site reliability engineering responsibility, such as contributing to the design of continuous integration/continuous delivery systems

Essential Skills / Experience

Desirable Skills / Experience

Our Package

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.