Job Description

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.
There are two things that we want to share with anyone considering joining us.
Firstly, weve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say youre welcome at BT, we really mean it.
Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your teams deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, youll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role
The core purpose of the role is to provide a consultative approach to several customers applications-centric managed services in order to drive the value and relevance of the deployments such that the customer sees benefit and a tight coupling to their IT estate. To be the named owner for these services and to become a trusted partner for each customer and to build a rapport such that you become known personally within the customer organisation. Reach deeper into the customers organisation to gain the confidence and insights of application owners as well as the network team.

In practice this means providing effective support and technical ownership for Applications Performance Monitoring (APM) and Network Performance Monitoring (NPM) based services, change implementations and technical leadership tasks, dealing with all relevant issues independently of the team manager. Also requiring to provide analytical and innovative input to projects and operational support tasks where guaranteeing end user experience is a critical success factor.

The supported visibility products to which the role applies are very much a part of Globals growth portfolio and are of strategic significance to the business. It is essential that a motivated individual is able to both delight the customer and demonstrate the value of the contracted service and also highlight to management and account teams opportunities to pitch complementary products and services based on your knowledge of the customer and their goals.

You'll have the following responsibilities
q Ownership and creation of application performance monitoring designs, solutions and in-life plans.
q Defining monitoring schemes to deliver the required business outcomes as understood from the customer. Typically these would be synthetic testing schemes along with application and activity definitions to allow end user experience to be measured and improved.
q Providing assistance in meeting business objectives, solving customer problems by applying technical knowledge through the definition of high level solutions. Leading on specific deliverables for medium/large scale projects or implementing complex projects to achieve the required business benefits.
q Managing expectations as appropriate with customer or Business Unit/LoB teams and may have responsibility for setting up work packages. This may involve liaising with internal, external and third party suppliers to achieve the desired business outcomes.
q Guiding wider virtual team members and act as a technical reference for them on the technology disciplines in own area of expertise.
q Responsible for developing service desk analysts and design hub resources to improve support for the managed service and be able to clearly communicate in order to deliver specific tasks or projects.
q Potentially also working on software based optimisation or acceleration solutions to meet the needs of the agile workforce.
q Obtaining and renewing professional accreditation is expected in this role.
q Ensuring any customer specific operational procedures, diagrams and documentation are in place, maintained and followed by others as appropriate.
Practical examples of expected proficiency from the successful candidate:
q Identify key activities and business transactions to assist with configurations
q Understand critical applications and services and translate these into valuable insights
q Troubleshooting complex performance monitoring scenarios (e.g. Applications routed via CASB services, cloud hosted applications, activity defintions that differ by geography etc.)
q Deliver training to customers to enable them to understand the value of their managed service

Business Impact:
q High impact on customer satisfaction and retention of contracts
Primary responsibility for this role may be aligned to contracts in other time zones. Will need to work hours on occasions to interact with customer stakeholders during their working day.

You'll have the following skills & experience
Qualifications:
q Riverbed SteelCentral product line (NetProfiler, NetShark AppResponse, Portal) RCPE A/P - NPM
q Riverbed Aternity end user experience monitoring RCPE A/P - APM
q Cisco ThousandEyes Blackbelt certifications
q Other APM/NPM vendor accreditations

As a differentiator:
q Cloud accreditation (AWS/Azure/Oracle/Google)
q Any CASB experience (ZScaler, McAfee, Microsoft etc.)
q Riverbed SteelHead product line RCPE A/P WAN Op

Skills/Experience :
q At least 5 years of relevant experience
q Expert level understanding in one or more NPM technologies.
q Expert level understanding in one or more APM technologies.
q Knowledge of cloud services e.g. AWS, Azure, Oracle, Google will be a differentiator.
q Previous experience in a consultative or sales engineering customer facing role. Be able to describe a solution and its benefits.
q Synthetic testing of applications and the application delivery chain.
q Experience implementing dashbaoards and reports. Knowldege of Tableau would be beneficial in this regard.
q Scripting knowledge to model user activities (Selenium).
q Appreciation of security flow and firewalls in the network and their impact on application performance.
q Experience in performance optimisation of end to end customer solutions.
q Ability to organize and attend on international conference calls and discuss technical issues.
q Good written and verbal English skills.

Soft Skills :
q Excellent communication, interpersonal and negotiation skills both internally and customer facing.
Education: Any Graduate
Industry: Telecom, Software Services

Skills Required