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Technical Operations Lead

Job Req ID: 32815

Posting Date: 7 May 2024

Function: Agile Capability

Unit: Business

Location:

Aberdare, United Kingdom

Salary: competitive + benefits

Location - UK Hubs with monthly travel to Edinburgh to be on site with client

Why this role matters

Our purpose is to use the power of communication to not only make a better world but also for us to be number one for Service in the European business market. This will be achieved by doing our best for our colleagues and our customers, building the best networks and doing the best for our country, society and our communities.

This role provides technical support and managed services to our customers through the use of Data Services technologies, 24x7x365 days a year. By using market leading products and applying BTs process, quality and intellectual property, we provide our customers with services to facilitate their objectives through the power of communication.

The role requires a skilled technical engineer who is an innovative, engaging, driven individual and has a proven record of achievement.

What you will be doing

• Utilising experience and evolving technical ability to resolve technical incidents, service requests, changes or problems relating to the supported infrastructure.

• Assess new in-life complex change requirements including impact upon existing service and infrastructure and provide technical concurrence.

• Ownership and implementation of configuration changes to the supported infrastructure.

• Attend customer change advisory board sessions, as necessary and provide guidance on technical areas.

• Primary technical customer and BT liaison for the in life contract, interfacing with the account team where necessary for complex change and strategic discussions. Complex change deemed as professional or consultancy services will be chargeable and managed as a contract change notification.

• Attend service reviews remotely as required, and by exception in person at the supplier’s discretion.

• Engage in problem management providing support on technical issues.

• Provide matrix management of complex incidents. Managing complex incidents through to resolution via matrix managing other suppliers, 3rd parties and internal resolver groups as appropriate.

• Suggest changes to the supported infrastructure to continuously improve performance.

• Upon request undertake capacity analysis of the supported infrastructure using an appropriate operational tool.

• Update and maintain technical operational documentation in life, post significant changes.

• Undertake estate management, reviewing current software and hardware versions for end of life notifications.

Skills and experience we are looking for

• Proven experience working within a systems integrator support environment as a highly skilled technical engineer.

• In-depth knowledge of EMS products, customer IT systems and applications.

• Experience of working across the service lifecycle, supporting and costing bids as a subject matter expert.

• Possesses a deep level technical knowledge of Data Services technologies and associated management applications.

• Have strong service improvement and service transformation skills;

• Have highly developed organisation, prioritisation, communication (written and verbal), tenacity and ownership skills.

• Security clearance for SC and NPPV required therefore candidate must be willing and capable of undergoing security clearance protocols if not already acquired.

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.