Responsibilities
* Ensure that all platforms, systems and services under your control achieve the agreed availability targets and that adequate expert support is available 24 × 7 × 365.
* Recommend changes to procedures and processes to improve service availability, data integrity and system performance.
* Represent and lead Operations responsibility in projects, ensuring design and support models are fit for purpose.
* Support and implement the strategy for the technical area of the team: deploying new systems, managing upgrades and maintenance while maintaining high service availability, operational efficiency and quality.
* Stability: specify, build, secure and support environments that enable subscriber services within the mobile core network. Provide expert support for all Messaging systems (SMS, MMS, AOTA, LBS999 and new services) in the 2nd‑Line Mobile Operations department.
* Lead during high‑impact incidents (including out‑of‑hours) and drive the technical team to restore services.
* Produce infrastructure management documentation such as support documents and fault‑finding guides.
* Mentor and train team members.
* Ensure ESN requirements are met to satisfy Home Office audits and SLAs.
* Lead technical aspects of post‑incident reviews, driving identified improvement opportunities.
* Participate in vendor operational review meetings and lead workstreams where appropriate.
* Support Messaging change management: ensure all pre‑ and post‑testing and implementation details are documented to minimise impact to customers.
* Supplier management: ensure escalated cases to support vendors are resolved within agreed timeframes and provide assistance when required.
* Adhere to the Service Management Framework to meet Home Office ESN and TAS security requirements.
* Take part in the 24/7 on‑call rota and overnight planned work.
Act as a subject‑matter expert for at least one or more systems in Messaging and Voicemail.
Experience and Skills
* Proven extensive operational experience in planning, deploying and supporting Messaging (SMS, MMS, Over‑the‑Air SIM Management, LBS999 & Cell Broadcast) technologies across multiple vendors.
* In‑depth technical understanding of Messaging architecture and associated technologies.
* Detailed knowledge of mobile data architecture, protocols, principles and services.
* Good knowledge of security vulnerabilities, hardening strategies and protection systems.
* Strong grasp of common protocols: SCTP, SIP, TCP/IP, GSM 03.40, HTTP, MM1‑MM7, Diameter, REST/XML, UDP/TCP.
* Experience with multiple operating systems (Linux, Oracle, Solaris, Windows) and system administration.
* Experience supporting Erlang‑based systems and services.
* Growth mindset with a keen interest in AI and AWS technologies.
* Excellent presentation skills for both technical and non‑technical audiences.
* Experience engaging internal and external business customers, third‑party suppliers and communicating reliably between parties.
* Awareness of commercial aspects, implications and limitations of supporting the estate.
* Discretion in handling sensitive information.
* UK National with Home Office Security clearance (if required) and a recognised qualification in telecoms/engineering.
* Experience developing solutions based on best practice and previous experience.
* Experience in a 24/7 real‑time service support environment.
* Experience in telecommunications operating procedures (incident, change and problem management).
* Proven ability to handle and resolve operational incidents in complex solutions.
* Experience with Unix scripting, Netscout, Go, Python and Power Automate, with an automation and service‑improvement mindset.
* Experience with network virtualisation technologies and network cloud.
About the Company
The Mobile Network lies at the heart of everything BT does—from sending a text to streaming the latest YouTube sensation. BT’s heritage in telecommunications is unrivalled, and the company is committed to revolutionising connectivity through massive fibre and 5G investments. It strives to create the UK’s best telco through simplification, AI, technology and a focus on customer experience. The role is based in BT’s Bristol office (three days a week) with full on‑call and overtime responsibilities.
Benefits
* Target 10% bonus.
* BT Pension scheme: minimum 5% employee contribution, 10% BT contribution.
* Equal family leave from January 2025: 18 weeks full pay, 8 weeks half pay, 26 weeks statutory.
* Enhanced women’s health support (menopause, cancer screening, period care, etc.).
* 25 days annual leave (excluding bank holidays), increasing with service.
* 24/7 private virtual GP appointments for UK colleagues.
* 2 weeks carer’s leave.
* World‑class training and development opportunities.
* Option to join BT Shares Savings scheme.
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