Job Description

Purpose of the Role
The role holder is a 3rd Line IT Cloud & Infrastructure engineer, providing support and delivery of infrastructure in Enterprise Managed Services (EMS).
They should be an innovative, engaging, driven individual who has a proven record of achievement and experience in collaborating across teams of highly skilled technical experts.
Your Accountabilities
The remit includes:

• 3rd line support to underpin the shared services support model
• Consultancy to internal and external customers
• Design assurance
• Maintain existing skills in-line with BMS Service Catalogue and portfolio
• Training & knowledge sharing with internal support teams

You'll have the following responsibilities:

• Delivering successful technical resolutions to complex customer issues escalated by 2nd line support teams within agreed Service Level Agreements (SLA)

• Provide Level 3 support for Linux servers across production and non-production environments

• Manage and maintain Linux distributions (e.g., RHEL, CentOS, Ubuntu, SUSE).

• Troubleshoot and resolve advanced issues related to kernel, networking, storage, and performance tuning

• Perform patching, upgrades, and security hardening of Linux systems

• Implement automation scripts using Shell scripting, Python, or Ansible for operational efficiency

• Share technical knowledge across BMS through Continuous Improvement processes and coaching.

• Provide support to Service Design / Introduction for existing and new contracts
• Keep abreast of changes to existing, emerging and new technologies to meet business and customer objectives

• Implementing solutions in a timely manner to ensure service level agreements are met (typically 2 hours)

• Engage and escalate complex issues with 3rd party vendors for advanced troubleshooting and problem management

• Driving own development plan to maintain skill set and knowledge of BT products and solutions

• Participate and contribute to continuous improvement and coaching within the team

• Management of workload and delivery to meet key performance indicators

• Complex decision making to balance customer and business need

• Available when required to work out of hours either on an overtime or on-call basis

• Able to attain Security Clearance

Key Skills
Proven experience of technically supporting live operations in a managed services environment
In depth knowledge of managed customer solutions
Engagement with 3rd party vendors in advanced troubleshooting and problem solving
Detailed understanding of emerging technologies across the managed services portfolio
Working in an environment that adheres to ITIL best practices (ITIL4 foundation advantageous)
Intermediate / advanced certification or equivalent experience in at least 3 of the following:
MANDATORY
Certifications such as RHCE, LFCS, or Linux+ preferred
Certificate Services
Automation Technologies e.g. Ansible, Puppet, Chef
Linux OS internals, networking, and storage and backup concepts
VMware, KVM
Troubleshoot and resolve advanced issues related to kernel, networking, storage, and performance tuning
patching, upgrades, and security hardening of Linux systems
PREFERRED
Anti-malware: Web & email filtering and anti-virus protection
AOVPN, DirectAccess
Citrix Virtual Desktop and Apps (Latest) including NetScaler ADC
SAN Technologies: NetApp, HP 3PAR, Dell PowerStore and Metro Node
About us
BT Group was the world's first telco and our heritage in the sector is unrivalled. As home to several of the UK's most recognised and cherished brands - BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.
Over the next two years, we will complete the UK's largest and most successful digital infrastructure project - connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK's best telco, reimagining the customer experience and relationship with one of this country's biggest infrastructure companies.
Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.
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.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
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 , please apply anyway - you may just be the right candidate for this or other roles in our wider team.

Skills Required