Overview
BT Group – Manchester, England, United Kingdom
Role: Full Stack Platform Support Engineer at BT Group
Internal Closing Date: 31st October 2025
Career Grade: E
What You’ll Be Doing
* Act as the primary point of contact for end-users seeking technical assistance regarding our applications.
* Resolve application-related issues promptly through effective troubleshooting and problem-solving techniques.
* Escalate complex or unresolved issues to the appropriate teams while ensuring timely follow-up and resolution.
* Proactively monitor the performance and availability of applications to identify potential issues and prevent service disruptions.
* Collaborate with the development team to plan and prioritize releases, considering technical dependencies and constraints.
* Conduct regular application health checks and system maintenance tasks to ensure optimal performance and stability.
* Define and communicate the technical vision and strategy for the product, aligning it with the overall product vision and business goals.
* Log all support requests and incidents in the designated ticketing system, providing clear and detailed documentation of the reported problems.
* Prioritize and manage multiple support requests simultaneously, adhering to defined SLAs and response times.
* Address security concerns and ensure the solution adheres to relevant security standards and compliance requirements.
* Perform thorough testing of applications to identify and address bugs, defects, and performance issues.
* Identify and manage risks against applications/platform, review regularly and remediate where possible.
* Develop and maintain technical documentation, architecture diagrams, and technical specifications to guide the development team.
* Conduct training sessions for end-users on application functionalities and best practices.
* Create and maintain knowledge base articles and documentation to facilitate self-service support for common issues.
* Stay updated with the latest industry trends, technologies, and best practices to enhance technical skills and contribute to the team’s growth.
Skills and Qualifications
* Solid understanding of application troubleshooting techniques and software debugging tools.
* Excellent communication and interpersonal skills to interact effectively with end-users and team members.
* Strong problem-solving skills and the ability to think analytically under pressure.
* Experience/certification in CCNA, Linux, Server Management, AWS and Project management is desirable.
* ITIL certification or knowledge of ITIL processes is a plus.
* Experience with incident management tools and ticketing systems (e.g., JIRA, ServiceNow) is desirable.
* Knowledge of IT security best practices and data protection regulations is advantageous.
Leadership and Culture
* Our leadership standards include Leading inclusively and Safely, Owning outcomes, Delivering for the customer, Commercially savvy, Growth mindset, and Building for the future.
Benefits
* Competitive salary
* 25 days annual leave (plus bank holidays)
* 10% on target bonus
* Life Assurance
* Pension scheme
* Direct share scheme
* Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
* 50% off EE mobile pay monthly or SIM only plans
* Exclusive colleague discounts on our latest BT broadband packages
* BT TV with TNT Sports and NOW Entertainment
* 50% discount for friends and family on EE SIM Only plans & airtime element off a Flex Pay plan
Notes: Although these roles are listed as full-time, flexible working arrangements (e.g., job share or reduced hours) can be discussed. Reasonable adjustments for the selection process are available upon request. We are committed to diversity, inclusion, and creating an authentic workplace where everyone can be their best.
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