In BTI N&I; Operations we monitor and manage BT’s global networks and Voice services, 24 hours a day, 365 days a year. This includes our core Global Fabric, MPLS, Internet, transmission and Voice networks that serve our BT global customers around the world. The role will require you to be part of an 24 x 7 operations teams to monitor and maintain our core platforms, ensuring we are putting our BTI international customers at the front of everything we do.
What You’ll Be Doing
• Monitor network & voice services, assess alarms/events, and identify service impact
• Own incidents end-to-end using ITSM tools, ensuring accurate updates and SLA adherence.
• Diagnose and troubleshoot faults, using logs, dashboards,
and runbooks.
• Escalate issues appropriately based on impact, urgency, and resolution path.
• Coordinate with vendors/carriers to progress third-party faults and escalations.
• Communicate clearly with customers and stakeholders, especially during high-pressure incidents.
• Manage and prioritise multiple incidents to minimise service impact.
• Support root cause analysis and continuous improvement.
• Work collaboratively in a shift/on-call workplace with strong ownership and handovers