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, we’ve 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 you’re 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 team’s 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, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.



About this role
The WAN/MAN/TPNC 3rd Line Operations team is responsible for ensuring the performance of the global customer WAN/MAN/TPNC network and maintaining the processes to be able to accommodate significant changes to it. The objective of this role is to support the Customer Service Desk and the BT Regional Onsite 3rd Line Support teams in providing high quality, cost effective WAN/MAN/TPNC services support and management to the customer globally. Further objectives include the development of technical solutions to meet business requirements, according to the pre-defined standards. You'll have the following responsibilities

• Advanced Troubleshooting on Cisco WAN/MAN/TPNC Routers

• Implementation and change management of WAN/MAN/TPNC changes (e.g. OS upgrades) and ensure all work is carried out to a high standard

• Handle incident events (L3) and Incident/Problem escalation according to the defined standards

• Provide Technical Support during major incidents and troubleshooting assistance for complex operational issues impacting network performance

• Provide Root Cause Analysis for Low, Medium and High Severity Incidents.

• Responsible to document all Troubleshooting activities into the incident record/ticket

• Co-ordinate with onsite operation teams to resolve regional/global problems

• Further development of existing network infrastructure

• Provide a technical point of contact between user/IT groups to ensure effective support

• Project collaboration with Implementation and Engineering teams

• Interface to external vendors to ensure high standard of fault resolutions

• Develop good technical awareness of new product developments in emerging technologies.

• Manage own work effort effectively with minimum supervision

• Work on own initiative, recommending and implementing improvements to the network.

• Mentoring and raising the technical skills of level 1 and 2 engineers

• Risk Analysis and Validate Changes to minimize the impact

• Assist with internal and external audit requests

You'll have the following skills & experience
Essential Skills & Experience (key competencies)

The job holder should have strong skills in networking with a minimum of Six years relevant experience. The job holder will need a broad skill-set, coupled with the confidence and technical ability to consult at many levels. Specifically the experience should cover the following areas (a formal qualification in electrical, electronic or IT Engineering would be beneficial):

• Good understanding of all key technologies in Data Networks including traditional WAN and SD WAN and knowledge of Cisco products including Cisco’s SD WAN (Viptela) technology

• Routing protocols (e.g. EIGRP, BGP, OSPF)

• Experience in Cisco products is essential (e.g. ISR G3, ASR 1000, vEdge 2000/5000)

• Good troubleshooting skills on QoS technologies on Layer 3

• Strong problem solving and analytical skills

• Strong understanding of TCP/IP

• Familiar with Monitoring tools (e.g. Smarts, SevOne)

• Familiar with NGSD and Service Now for Incident/Change Management

In addition the jobholder will need to have had hands-on experience with Network General Sniffers (e.g. Niksun) and a good understanding of all network protocols (e.g. TCP/IP & UDP, SNMP, FTP, TFTP, SSH, IPSec, IPSLA, NTP)

• Degree in IT (Networks or Telecommunication preferred)

• Minimum of 6 years of experience in an Enterprise Network environment

• Experience in the financial industry preferred

Certifications:
Candidates with the following certifications would be preferred.

• Cisco Certified Network Professional (CCNP/CCIE) or equivalent

Technical/Business skills & Knowledge The jobholder must be skilled in fault finding and analysis for the technologies mentioned above. They would also need good communication and interpersonal skills in order to successfully deal with senior users. Project management skills will be required as the jobholder will be responsible for proactive improvement projects within the operation teams.
Performance Criteria The performance of the candidate performing this role will be measured by the following criteria:

• Delivery of specifications within allocated timeframes according to function standards

• Successful management and prioritization of wide range of tasks

• Quality of technical capabilities

• Effectiveness of the relationship with user groups/IT department

• Customer facing skills (good inter-personal and communications skills)

About BT BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT How to Apply It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!






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