What you’ll be doing
The Capacity & Optimisation Engineer leads customers to engagement across all of Network Cloud, delivering customer value and success through excellence and expertise regarding Network Cloud.
1. Leads the implementation of specific capacity management and platform optimization plans, ensuring customer value realisation, retention and renewals.
2. Leads the reporting of capacity management and utilistion metrics, including escalations, resolutions, health indicators such as CPU, latency and throughput, and renewal dates (where applicable) in alignment with BT Group standards.
3. Leads in building value-based relationships with customers to optimise capacity management whilst leveraging the BT Group’s resource pool.
4. Executes a range of customer, operational, project and service activities within the Capacity & optimisation Management and wider Platform Management team and other related teams, within guidelines and policies.
5. Works directly with all Network Cloud tenants to implement improvements to working processes within the area of capacity management, optimization and resiliency of the platform.
6. Provides leadership in the delivery of the services offered by the team and drives service productivity to achieve targets.
7. Drives the engagement of the team in the Problem Management process to participate in complex problem diagnosis, help mitigate any identified risks within the infrastructure and actively contribute to RCA recommendations.
8. Works with vendors and internal engineering verticals to optimization and cost saving across both Domain 1 and Domain 2.
9. Consults with tenants and their vendors to ensure best practices are used, all deliveries are cost effective and tenants needs are met.
Skills Required for the Role
1. Problem Solving
2. Technical Support
3. Time Management
4. Communication Management
5. Customer Experience Management
6. Feedback Management
7. Interpersonal
8. Customer Relationship Management
9. Conflict Management
10. Issue Resolution
11. Issue Diagnosis
12. Commercial Acumen
13. Continuous Improvement
14. Complaint Management
15. Business Process Improvement
Experience Required for the Role
1. Made decisions in ambiguous situations using incomplete information or differing opinions (e.g., divided team loyalties or unclear deliverables)
2. Aligned project plans and objectives with BT strategy and values
3. To suit the needs of a customer, colleague or client moved outside of expected process or practice
4. Knowledge of telco cloud, running both Openstack & VMware
5. Understanding infrastructure of an prem cloud including switches, servers, storage in order to optimise utilisation
Benefits
6. On target 10% on target bonus
7. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
8. 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.
9. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
10. 25 days annual leave (not including bank holidays), increasing with service
11. 24/7 private virtual GP appointments for UK colleagues
12. 2 weeks carer’s leave
13. World-class training and development opportunities
14. Option to join BT Shares Saving schemes.