What you’ll be doing
1. Be recognised technical expert for minimum 2 systems/services within team remit.
2. 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
3. Recommend changes to procedures and processes to improve service availability, data integrity and service/system performance.
4. Represent and lead Operations responsibility in projects, ensuring design and support model fit for purpose.
5. 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.
6. 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 Messaging systems including SMS, MMS, AOTA, LBS999 and any new services that require support within the 2nd Line Mobile Operation department
7. Be the technical lead during high impact incident situations including out of hours, driving technical team to restore service.
8. Stability: Produce infrastructure management documentation such as support documents, fault finding documents & expert advice.
9. Mentor and train team members
10. Lead on your technical area of responsibility to ensure that ESN requirements are adhered to in order to meet Home Office audits and SLAs.
11. Lead technical aspects of post incident reviews, driving technical improvement opportunities identified in relation to service improvement plans.
12. Ensure that all Mobile Operations platforms/ systems/services in team’s control achieve the agreed availability target, ensure that adequate expert support is available 24 x 7 x 365
13. Participate in vendor Operational Review Meetings, leading on workstreams where appropriate, ensuring Opex well spent, and value add delivered by our suppliers.
14. Change Management - support Messaging changes ensuring all pre and post testing and implementation is detailed to reduce any potential impact to the customer and the service being delivered.
15. Supplier Management - ensure that all cases escalated to support vendors are resolved within the appropriate time scales. Provide assistance to suppliers when required.
16. ESN and TSA: adhere to the Service Management Framework, so that we meet the Home
17. Office, ESN and TAS security requirements.
18. The role holder will be required to take part in 24/7 on call rota, and overnight planned work.
Skills Required for the Role
19. Act as subject matter expert for minimum of one or more systems in Messaging and Voicemail.
20. Proven extensive operational experience in planning, deploying and supporting Messaging SMS, MMS, Over the Air Sim Management, LBS999 & Cell Broadcast technologies across multiple vendors, including Mavenir and any new technologies that are on-boarded.
21. In-depth technical understanding of Messaging architecture & technologies.
22. Detailed understanding of mobile data architecture, protocols, principles and services.
23. Good knowledge of security vulnerabilities, Security hardening strategy, security concepts and protection systems.
24. Good understanding of common protocols e.g., SCTP/SIP/TCPIP, GSM 03.40, HTTP, MM1- MM7, Diameter, REST/XML, UDP/TCP.
25. Knowledge and understanding of multiple OS Linux, Oracle and/or Solaris, Windows system administration skills.
26. Experience and understanding of supporting Erlang based systems and services.
27. Adopt a growth mindset and be keen to learn AI and AWS technologies.
28. To be able to present information clearly with impact to both technical and non-technical audiences.
29. Experience of dealing with internal and external business customers, third party suppliers, and providing reliable communication between all parties.
30. Good awareness and understanding of the commercial aspects, implications and limitations of supporting the estate.
31. Able to demonstrate discretion relating to sensitive information.
32. The role holder must be a UK National as Home Office Security clearance may be required.
Experience Required for the Role
33. A recognised qualification in telecoms/engineering related discipline.
34. Experience of developing solutions based on practice & previous experience but not necessarily covered by procedures.
35. Proven extensive operational experience in planning, deploying and supporting Cell Broadcast, Location Based Services, Multimedia Messaging, Over-The-Air SIM Management and Short Message Services technologies across multiple vendors or any related technologies that show technical aptitude.
36. Experience in a 24x7 real time, service support environment.
37. Experience in telecommunications operating procedures (incident, change and problem management).
38. Experience of handling & resolving operational incidents in supporting and delivering complex solutions successfully
39. Experience with Unix scripting, Netscout, GO lang, Python, Power Automate having an automation and service improvement mindset.
40. Experience with Network virtualisation technologies and Network Cloud.
Benefits
41. On target 10% on target bonus
42. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
43. 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.
44. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
45. 25 days annual leave (not including bank holidays), increasing with service
46. 24/7 private virtual GP appointments for UK colleagues
47. 2 weeks carer’s leave
48. World-class training and development opportunities
49. Option to join BT Shares Saving schemes.