BT Delivery, Operations and Support Engineer in Ipswich, United Kingdom

Delivery, Operations and Support Engineer

Ipswich, Adastral Park

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

Background

In Network Operations we monitor and manage BT’s dynamic networks and services, 24 hours a day, 365 days a year. This includes our UK and global transmission networks, our UK core IP networks that serve our customers who use broadband, Ethernet and MEAS (mobile Ethernet access service – used by all UK mobile networks). We manage BTs internet peering connections and services, Europe’s largest Wi-Fi network, the power and environmental services at all of our exchanges, as well as all of the internal IP networks serving BT staff and buildings around the globe.

We assure service 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 ensure we get service restored for our customers as quickly as possible. For Ethernet, MEAS and private circuit customers (e.g. large businesses, mobile network providers, and other telecoms operators) we carry out diagnostic and repair activities on these specialist services. We do all of this to ensure our customers get a brilliant service experience today and in the future.

Most of the Dynamic Network Operations team carry out the day to day operational activities, working shifts, around the clock, in our state-of-the-art operations centre in Adastral Park. We work closely with other teams, including field engineers, BT’s customer facing units as well as other Dynamic Networks teams (such as design, technical services, etc.) and with our key external suppliers and equipment providers.

Why this role matters

This role is working as a part of the Dynamic Network Operations team to help our business deliver stand out service & excellent customer experience. BT and BT’s customers rely on our team to keep their services providing a great experience to customers, 24 hours a day, every day. In order to keep improving, we need new perspectives, new ideas and a passion for customer experience.

What I should expect

  • Working across our different front line operational & service teams to gain an understanding of our networks and services by using our tools & systems

  • Working with our Field Engineering partners, vendors & communicating to stakeholders & customer in real-time to restore service

  • Experience daily service incidents & operational requirements ensuring the surveillance, maintenance & restoration of service and follow through of all supporting activities

  • An insight into how a large operational unit works and the responsibilities we have

What I need to carry out the role

  • Strong team working skills

  • Willingness to listen and learn, as well as to share ideas and experiences

  • Focusing on the customer and customer experience

  • Asking constructive and challenging questions to improve the way things are done

  • Imaginative ideas and creative solutions

What you'll be doing

Role model BT’s values and capabilities to other team members.

  • Proactively identify technical and process development areas within the team and take ownership to deliver or arrange the appropriate training to allow upskilling within the wider team.

  • Proactively coach others by sharing knowledge and best practice.

  • Take responsibility for ensuring an appropriate handover between teams is documented on the agreed systems to reduce risk to service.

  • Understand prioritisation within the work stack and controlling work allocation to team members to ensure all work is progressed with agreed SLA’s (service level agreements).

  • Monitor and configure BT’s network and services to protect the integrity, provide high quality services that meet or exceed customer expectations

  • Proactively utilise and monitor appropriate Operational Support System to highlight, diagnose and resolve service/platform issues

  • Cross reference all network issues or service delay events with the incident criteria and raise a network incident via the appropriate Operational Support System (OSS)

  • Monitor and manage performance against team and network Key Performance Indicator’s (KPI’s) and Service Level Agreement’s ( SLA’s) targets relating to all provision or incidents

  • Engage and collaborate with other levels of support inside and outside of BT to ensure correct feedback for provisioning and resolution of issues.

  • Decide when to declare Major Service Outage’s in conjunction with National Incident Criteria

  • Decide technical operational concurrence/sign off for network, service and customer changes within their area of expertise on major BT core platforms

  • Dealing with complex service provision or restoration issues using known work arounds where appropriate

  • Use strong problem solving capability to progress or resolve issues using logical diagnostic processes to make decisions in real time to drive service restoration and identifying the root cause of a customer affecting fault.

Coaching matrixed team members to progress and resolve complex issues within technical domain

  • Use data and trends to proactively drive service improvements

  • Drive team activities to generate ideas and recommend changes to speed up and simplify processes and ways of working affecting an end to end process.

  • Decide on progressing improvements to completion within control of team i.e. not impacting upstream or downstream teams

  • Using continuous improvement tools and techniques to help with change

  • Work with everyone both inside & outside the team to help improve how we deliver service.

  • Govern planned work requests on networks/configuration changes

  • Carry out health checks to ensure stability of the network prior to Planned Engineering Works or Standard Changes being authorised.

  • Service KPIs (key performance indicators) within area of technical responsibility and influence

  • PDP Training and learning, mandatory training compliance

  • Improved customer satisfaction, efficiency of process and use of equipment successful resolution of issues- RFT (right first time)

  • For complex delivery of resolution that cannot be completed within timeframe - responsible for owning and informing the relevant customers and stakeholders.

  • Customer is kept informed by providing timely and quality updates (system notes and KCI’s) & take ownership: you plan next steps to resolve and own until completion.

We'll also need to see these on your CV

  • Strong team working skills

  • Willingness to listen and learn, as well as to share ideas and experiences

  • Focusing on the customer and customer experience

  • Asking constructive and challenging questions to improve the way things are done

  • Imaginative ideas and creative solutions

  • Network and Incident Management Skills, understanding of spares process including EFRs.

  • Ownership and ability to work under pressure to meet SLA’s, organising the ongoing activities that are contained within the End-to-End repair process.

Why choose us?

We are in an incredibly competitive industry and it’s not just the technology that’s important, but the world of promise it creates for our customers. We live and work in a connected world where people want seamless service, great products and the best connectivity there is, as well as continually expecting more and more from us, and rightly so. Technology is BT’s powerhouse, with our expert technologists, we have a unique position in BT. By bringing together our technical and commercial expertise, and our insight and passion for customer experience, we help BT stand out from the competition. With the best networks and smart innovative products, combined with a personal experience, it sets us apart from the pack.

Innovation drives everything we’ve done since BT started in 1846. Coming up with new ideas and developing new technologies is central to our future. We want to improve people’s lives for the better in welcome, relevant and affordable ways and we’ll be fast to market with an effortless experience to match. We will continue to focus on developing our converged network capabilities which will give customers seamless connectivity. Our skilled people will lead this technological revolution, not only for our customers but for the industry across the Globe, truly making customers our heartbeat.

We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

To Be Defined

Job: Network Management

Title: Delivery, Operations and Support Engineer

Location: GBR %26 Ireland-GBR-Suffolk-Ipswich

Requisition ID: 101066