Tooling Specialist

About the role

The Tooling Specialist is responsible for administration, monitoring, troubleshooting, automation, reporting, and continuous improvement of operational tool landscape supporting global network infrastructure. The role works closely with Service Desk, Operations, Engineering, Incident Management, and Customer teams to ensure tool availability, monitoring accuracy, proactive incident management, and operational excellence.

Role Purpose

The Tooling Specialist will take technical ownership of cross-account tooling activities covering network monitoring, inventory validation, incident integration, service reporting, dashboard assurance, and customer-tool support.

The role will act as the technical bridge between Tooling, Client Services, Service Operations, TDAs, product teams, application support teams, and customer account teams. The engineer will ensure that customer-visible monitoring and reporting issues are diagnosed, resolved, or routed to the correct accountable team with appropriate evidence and escalation.

What you’ll be doing

• Provide technical support across monitoring, inventory, reporting, dashboards, and customer tools.

• Troubleshoot issues across multiple platforms and teams.
• Manage escalations, runbooks, health checks, and support processes.
• Ensure monitoring coverage, event flow validation, and device onboarding.
• Maintain inventory accuracy and resolve data-quality issues.
• Validate reports, dashboards, utilization data, and customer-facing views.
• Diagnose device, configuration, interface, and data-flow issues.
• Support customer portals, reporting tools, and service demonstrations.
• Create knowledge guides, training materials, and operational documentation.
• Drive smooth knowledge transfer and operational readiness.
• Collaborate with cross-functional teams to resolve issues and dependencies.
• Communicate technical issues clearly and support continuous service improvement.

Essential Skills / Experience

• SMARTS, SevOne / NPMD, Entuity, NetBrain, BFG / NMDB, SNOW
• Networking skills, basic networking
• ITIL process experience

Desirable Skills / Experience

• REST APIs, AIOps platforms, Automation frameworks, Dashboard and Reporting Tools, Data Analytics.

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.

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.