What you’ll be doing
1. Resolving IP Service issues across the SDIN platform, pertaining to IPX & GIPX faults.
2. Translating customer feedback in to service metrics.
3. Focused on the reduction of customer and internal escalations through robust root cause analysis, ensuring lessons learnt are captured and improvements are implemented.
4. Maintaining ongoing communication with Stakeholders.
5. Dealing with escalations from external CP’s/Customers and internal BT teams and seeing the issue through to resolution.
6. Ticket management on ServiceNow.
7. Proactively identifying and implementing service improvements.
8. Implementing post incident improvement action.
9. Solving complex problems.
10. Effective demand management and prioritization.
11. Identifying and delivering automation opportunities.
12. Providing clear and effective communication, upstream, downstream and with customers.
13. Continuous self-driven development.
14. Advise on product features and limitations / identifying workarounds or rerouting network traffic
15. Assist with provisioning of new customers and services
16. Ability to adapt and move between platforms seamlessly to fault cross platform issues.
17. Be available for out of hours support as a when needed
18. Take ownership of priority customers.
What you'll bring
Mandatory:
19. Ticket management on ServiceNOW or similar.
20. Incident management.
21. Experience with Wireshark and/or other such tracing tools.
22. Good knowledge and understanding in protocols such as SIP, SDP and RTP.
23. Good understanding of Signalling and Networking topologies.
Desirable but not essential:
24. Project management.
25. Experience in Continuous improvement methods that drive on-going improvements to process and service.
26. ITIL 4 Certification.
27. Communicating effectively with customers to understand their needs and interpret into SMART objectives.
28. Proven experience within ticketing systems, jeopardy management and diagnostics on SNOW.
29. Good knowledge of Voice platforms, order journeys and operating models/process.
What's in it for you
30. 10% on target bonus
31. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
32. Life Assurance Cover
33. Exclusive colleague discounts on our latest and greatest BT broadband packages, BT TV with TNT Sports and NOW Entertainment
34. From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
35. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
36. 25 days annual leave (not including bank holidays), increasing with service
37. 24/7 private virtual GP appointments for UK colleagues
38. 2 weeks carer’s leave
39. World-class training and development opportunities
40. Option to join BT Shares Saving schemes