Senior Support Engineer (One Braham (4140), London, United Kingdom)Recruiter: Molly LeesHiring Manager: Geraint MorrisCareer Grade:DInternal Closing Date:11th JuneWhy this job mattersOur Mobile Network is at the heart of everything we do; from sending a text, to watching the latest YouTube sensation. It’s constantly evolving, and we’re at the forefront of technology for the next generation of cutting-edge mobile networks and services. Our Network Engineer apprentices play a key part in making sure that continues. The Mobile Operations teams support and manage system and service performance of services for Mobile Voice and Data services for all mobile brands and MVNOs, 24 hours a day, 7 days a week, 365 days a year. What you’ll be doingBe a recognised technical expert for a minimum of 2 systems/services within the teams remit. ability to ensure that all platforms/systems/services in your control achieve the agreed availability target. Ensure that adequate expert support is available 24 x 7 x 365 Recommend changes to procedures and processes to improve service availability, data integrity and service/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, configuration changes, managing upgrades and maintenance, whilst maintaining a high level of service availability, operational efficiency and quality. Stability: Responsible for specifying, building, securing and supporting environments that enable subscriber services to function within the mobile core network, providing expert support for all systems within the 2nd Line Mobile Operations department Stability: Produce infrastructure management documentation such as support documents, fault finding documents & expert advice. Mentor and train team members Lead on your technical area of responsibility to ensure that ESN requirements are adhered to in order to meet Home Office audits and SLAs. Lead technical aspects of post incident reviews, driving technical improvement opportunities identified in relation to service improvement plans. Participate in vendor Operational Review Meetings, leading on workstreams where appropriate, ensuring Opex well spent and value add delivered by our suppliersSkillsExtensive troubleshooting and issue resolurion on network firewallsIndustry recognised and marketable accreditation or equivalent experience. Proven experience in supporting a large-scale firewall estate. Fortinet and/or Checkpoint preferred. Hands on experience with the full operational life cycle of firewalls e.g. build and deployment, configuration, troubleshooting, upgrading, and patching. Good understanding of data networking protocols, specifically TCP/IP, load balancing, and routing and switching. Experience with Network virtualisation technologies is an advantage. e.g. SDN/NFV/NSX-T Awareness of TSA (Telecommunications Security Act) is a distinct advantage Experience of dealing with internal and external business customers, third party suppliers, and providing reliable communication between all parties. Experienced in a 24x7 real time, service support environment In depth experience of handling & resolving operational incidents, delivering complex solutions successfully. Good awareness and understanding of the commercial aspects, implications and limitations of supporting the estate. BenefitsAnnual On target bonus 10% (personal and company multipliers)BT Pension scheme; minimum 5% employee contribution, BT contribution 10%Life AssuranceDirect share schemeExclusive colleague discounts on our latest and greatest BT broadband packages50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plansMy Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailersDiscounted EE TV including TNT Sport and the NOW Entertainment membershipGreat support for working parents including pay whilst on maternity, adoptive, and paternity leaveOption to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.25 days annual leave (not including bank holidays), increasing with service with buy holiday optionVolunteering days so you can give back to your local communityBrand new electric vehicle salary sacrifice arrangement, known as ‘My EV’Our leadership standardsLooking in:Leading inclusively and SafelyI inspire and build trust through self-awareness, honesty and integrity.Owning outcomesI take the right decisions that benefit the broader organisation.Looking out:Delivering for the customerI execute brilliantly on clear priorities that add value to our customers and the wider business.Commercially savvyI demonstrate strong commercial focus, bringing an external perspective to decision-making.Looking to the future:Growth mindsetI experiment and identify opportunities for growth for both myself and the organisation.Building for the futureI build diverse future-ready teams where all individuals can be at their best.About usBT 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 Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.