Job Description

Why this job matters
Our Mobile Network is at the heart of everything we do; from sending a text, to watching the latest YouTube sensation. It's constantly evolving, and we're at the forefront of technology for the next generation of cutting-edge mobile networks and services. O
The Mobile Operations teams support and manage system and service performance of services for Mobile Voice and Data services for all mobile brands and MVNOs, 24 hours a day, 7 days a week, 365 days a year.
This role is full time 9 -5.30 (plus on-call/overtime) & based in BT's Bristol office (3 days a week in office)
The role holder must be a UK National as Home Office Security clearance may be required.
What you'll be doing

• Be recognised technical expert for minimum 2 systems/services within team remit.
• 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
• Recommend changes to procedures and processes to improve service availability, data integrity and service/system performance.
• Represent and lead Operations responsibility in projects, ensuring design and support model fit for purpose.
• 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.
• 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
• Be the technical lead during high impact incident situations including out of hours, driving technical team to restore service.
• Stability: Produce infrastructure management documentation such as support documents, fault finding documents & expert advice.
• Mentor and train team members
• Lead on your technical area of responsibility to ensure that ESN requirements are adhered to in order to meet Home Office audits and SLAs.
• Lead technical aspects of post incident reviews, driving technical improvement opportunities identified in relation to service improvement plans.
• 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
• Participate in vendor Operational Review Meetings, leading on workstreams where appropriate, ensuring Opex well spent, and value add delivered by our suppliers.
• 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.
• Supplier Management - ensure that all cases escalated to support vendors are resolved within the appropriate time scales. Provide assistance to suppliers when required.
• ESN and TSA: adhere to the Service Management Framework, so that we meet the Home
• Office, ESN and TAS security requirements.
• The role holder will be required to take part in 24/7 on call rota, and overnight planned work.

Skills Required for the Role

• Act as subject matter expert for minimum of one or more systems in Messaging and Voicemail.
• 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.
• In-depth technical understanding of Messaging architecture & technologies.
• Detailed understanding of mobile data architecture, protocols, principles and services.
• Good knowledge of security vulnerabilities, Security hardening strategy, security concepts and protection systems.
• Good understanding of common protocols e.g., SCTP/SIP/TCPIP, GSM 03.40, HTTP, MM1- MM7, Diameter, REST/XML, UDP/TCP.
• Knowledge and understanding of multiple OS Linux, Oracle and/or Solaris, Windows system administration skills.
• Experience and understanding of supporting Erlang based systems and services.
• Adopt a growth mindset and be keen to learn AI and AWS technologies.
• To be able to present information clearly with impact to both technical and non-technical audiences.
• Experience of dealing with internal and external business customers, third party suppliers, and providing reliable communication between all parties.
• Good awareness and understanding of the commercial aspects, implications and limitations of supporting the estate.
• Able to demonstrate discretion relating to sensitive information.
• The role holder must be a UK National as Home Office Security clearance may be required.

Experience Required for the Role

• A recognised qualification in telecoms/engineering related discipline.
• Experience of developing solutions based on practice & previous experience but not necessarily covered by procedures.
• 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.
• Experience in a 24x7 real time, service support environment.
• Experience in telecommunications operating procedures (incident, change and problem management).
• Experience of handling & resolving operational incidents in supporting and delivering complex solutions successfully
• Experience with Unix scripting, Netscout, GO lang, Python, Power Automate having an automation and service improvement mindset.
• Experience with Network virtualisation technologies and Network Cloud.

Benefits

• On target 10% on target bonus?
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%?
• 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.?
• Enhanced women's health support: including help with menopause symptoms, cancer screenings, period care and more.?
• 25 days annual leave (not including bank holidays), increasing with service?
• 24/7 private virtual GP appointments for UK colleagues?
• 2 weeks carer's leave ?
• World-class training and development opportunities?
• Option to join BT Shares Saving schemes.?

About us
BT Group was the world's first telco and our heritage in the sector is unrivalled. As home to several of the UK's most recognised and cherished brands - BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.
Over the next two years, we will complete the UK's largest and most successful digital infrastructure project - connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK's best telco, reimagining the customer experience and relationship with one of this country's biggest infrastructure companies.
Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the , please apply anyway - you may just be the right candidate for this or other roles in our wider team.

Skills Required