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Why this role matters

In Network Services Operations we monitor and manage BT’s UK and global networks and services, 24 hours a day, 365 days a year. This role includes working on Networks for HM Government departments or agencies so post holder will be required to security cleared to SC level. Our job is to identify and deal with any problems before they impact service where possible. Where this is not possible, we react to failures that do occur, ensuring we communicate to our customers and stakeholders quickly, accurately, and effectively, as well as ensuring we get service restored for our customers in the most efficient manner possible. We do all of this to ensure our customers get a brilliant service experience today and in the future. We work closely with other teams, including field engineers, BT’s customer facing units as well as other Network Services teams (such as design, technical services, etc.) and with our key external suppliers and equipment providers. As technology advances, the teams within Network Operations are everchanging and ever-growing in order to facilitate for any growing demands on our network.

You'll have the following responsibilities

• Responsible for surveillance of the network using all appropriate Tools
• Use Network Management Tools for initial alarm notification to correlate all relevant information to determine faults/incidents requiring action
• Instigate remote fix where possible, otherwise utilise Field Resources to undertake equipment restoration at nodal locations. Keep Customer advised of impact and progress. Keep regular logs on team database for handover purposes and to record performance information.
• Manage any fibre repair, use Openreach tools to create the Openreach fault and then task engineers as necessary.
• Accept customer reported faults over agreed ticketing systems and ensure timely fix and restoration.
• Use the agreed Supply Chain Partners and bespoke services for to ensure spares are delivered to right locations and suitably returned – adhering to security protocols.
• Complete maintenance routines and conduct other audits to optimise the network
• Manage any planned works ( PEWS ) instigated by the team, for example Card switches. Advise the customer of any PEWs instigated by other parties ( eg Openreach cable ) with impact statement
• Manage the software upgrade process of network elements and nodes.
• Manage the escalation process of complex faults/issues to 2nd/3rd line.
• Carryout project work that involve modernisation of the network.
• Migrate existing services off legacy networks to the new Technology Devices with minimal impact to service.

You'll have the following skills and experience

• Technical understanding/experience of Transmission Networks Operations ( SDH ) is preferable.
• Other experience of working within Technical fields such as networks/systems & IT environments is desirable.
• Able to effectively communicate with customers, colleagues, and senior stakeholders in a range of different scenarios through both verbal and written techniques.
• Able to demonstrate strong problem-solving skills.
• Proven track record of working strongly within a team, collaborating with colleagues to focus on the customer.
• An appetite and proven history of self-learning for the future in a technical environment.

Benefits

Competitive salary and benefits