Service Operations Engineer – BT Group
Location: London or Ipswich, office based 5 days a week.
About the Role
As a Service Operations Engineer you will be the primary point of contact for all customer incidents, providing effective support and communication across operational platforms. You will keep customers at the centre of everything, drive best practice, collaborate with the Global Secure Solutions organization and manage modern technologies.
Responsibilities
* Log, triage, and investigate all incidents, meeting agreed service level targets and communicating with stakeholders.
* Proactively monitor operational services for internal and external customers using diagnostic tools.
* Manage IP and Data Infrastructure across multiple platforms.
* Engage with stakeholders, adopting change‑management practices for engineering work.
* Perform maintenance and proactive activities to ensure availability, capacity and performance.
* Translate technical information into clear language for non‑technical stakeholders.
* Continuously update knowledge of IT service management best practice and emerging technologies.
Qualifications
* Strong communication skills, able to explain complex concepts to customers and senior stakeholders.
* Technical knowledge: Cisco CCNA or equivalent, Windows Server (AD, IIS), desktop, Network Transmission, Cloud Managed Services.
* Familiarity with BT legacy systems and new IP/network tools such as CSS, CAMMS, COSMOSS, AUTOFIX.
* Experience working under strict KPIs in a high‑pressure environment.
* ITIL 4 Foundation, service desk experience and relationship‑management skills.
Benefits
* BT Pension scheme (minimum 5% employee contribution, BT 10%).
* Equal family leave (18 weeks full pay, 8 weeks half pay).
* Health & wellbeing support including menopause and cancer screening.
* 22 days annual leave (not including bank holidays), increasing with service.
* 24/7 private virtual GP appointments.
* Carer's leave and world‑class training.
* Option to join BT Shares & Savings schemes.
Additional Information
This is a full‑time, office‑based position. We provide reasonable adjustments for the selection process.
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