Job Description

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Why this job matters

Supporting tools & systems delivery - Support the Tools Infrastructure Support Lead in the setup and running of TCAP Tools & Systems Infrastructure Support from a greenfield to stable and high performing function

Provide Tools & Systems Infrastructure Support capabilities – Provide active inputs to tooling operations, incident resolution, RCA, change and service request management

Tooling configuration and Tuning – Configure monitoring tools and tolerances to meet requirements e.g. optimising event monitoring rules and correlation approach

Maintain risks owned by Tools & Systems Management

Audits, Health checks and ISO20K Certification – Support client facing reviews of Tools & Systems Management outcomes.

Qualifications:
ITILv4 Foundation (minimum); Practitioner (desirable)
Cisco Certified Network Associate - CCNA (or similar certification) (desirable)

Technical:
IP Networking knowledge is essential
Experience and deep understanding of Linux Operating Systems; Virtual Servers managed in VMware vCentre environments
Experience with the following tools: EMC Smarts, Watch4Net & Ionix Network Configuration Manager (NCM), Prognosis, Nagios, Cisco Security Manager (CSM), F5 Big IQ, F5 Enterprise Manager, Forcepoint Sidewinder, Cisco Firepower, Juniper Junos Space
Experience in working with Microsoft Excel and PowerPoint packages
Professional:
Numeracy, Commercial Awareness, Problem Solving, Process Improvement and Presentation

Behavioural:
Process and Policy Adherence, Proactivity, Attention to Detail, Assertiveness, Reliability, Risk Awareness, Flexibility.

What you’ll be doing

1. Assists the resolution of Sale Operation processes and service issues by liaising with different teams, and communicating key information to other stakeholders as required.
2. Supports incident management, prioritisation and diagnostics, and escalates complex customer issues or incidents to operational managers.
3. Develops and maintains relationships with suppliers, customers and internal stakeholders.
4. Collates data in order to assist with accurate and timely reporting and related insights in respect of key performance metrics.
5. Contributes to the Service Operations initiatives and ensures that services are aligned to the client's business requirements.
6. Assists the implementation of tactical strategies and improvement plans for Sales Operations.
7. Works from existing procedures and analysis of routine information to solve standard problems and enhance operational efficiency.
8. Assists in the operational effectiveness of support services and maintains contractual and delivery documentation with accuracy and keeping details up to date.

The skills you’ll need

Information ManagementCommunicationTechnology ImplementationContinuous ImprovementProblem SolvingService Level Agreement ManagementIT OperationsCloud ComputingCustomer Relationship ManagementTechnical SupportIncident ManagementEscalation ManagementDecision MakingProject/Programme ManagementGrowth MindsetQuality AssuranceInclusive Leadership

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

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.

Company benefits

25 (UK) / 21 (India) days annual leave + bank holidays
Open to job sharing
Open to part time work for some roles
Flexible working week
Mental health platform access
Compassionate leave
Cinema discounts
Buy or sell annual leave – buy up to 5 days/year pro rata
Bank holiday swaps
Adoption leave – 18 weeks full pay, 8 weeks half pay, 6 months statutory
Shared parental leave
Enhanced maternity leave – 18 weeks full pay, 8 weeks half pay, 6 months statutory
Cycle to work scheme
Faith rooms
Pension match/increase
Salary sacrifice
Share options
Employee discounts
Employee assistance programme
Volunteer days – 3 volunteer days per year
Lunch and learns
L&D budget
Season ticket loan
Enhanced sick pay – 3 months
Optional unpaid leave
Returnship
Location
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Role modelling
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Autonomy
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Working at BT Business

Company employees

100,000 across BT Group (24,000 at BT Business)

Gender diversity (male:female)

74.3:25.7 (BT Group)

Office locations

UK wide (London, Birmingham, Bristol, Manchester, Liverpool, Glasgow & more), ROI, India, Hungary, Spain, United States, Australia

Hiring Countries

United Kingdom

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