Act as a Subject Matter Expert (SME) for Enterprise Network technologies, providing technical leadership and guidance across Routing, Switching, Wireless, and SD-WAN environments.
Lead the technical resolution of Major Incidents (P1/P2), ensuring rapid service restoration while minimizing business impact.
Drive Incident Management activities, including escalation handling, stakeholder communication, bridge management, and service recovery coordination.
Perform detailed Root Cause Analysis (RCA) for major outages and service disruptions, identifying corrective and preventive actions.
Provide expert-level troubleshooting and support for complex network issues involving LAN, WAN, Wireless, and SD-WAN technologies.
Collaborate with cross-functional teams, vendors, TAC engineers, and customer stakeholders to resolve critical service issues.
Engage effectively with customers and senior stakeholders, providing timely updates, technical explanations, and service improvement recommendations.
Apply ITIL best practices across Incident, Problem, Change, and Service Management processes.
Monitor service performance, SLA adherence, and operational risks, proactively driving service improvements.
Support escalation management by coordinating resolver groups and ensuring timely resolution of business-critical incidents.
Contribute to problem management initiatives by identifying trends, recurring issues, and opportunities for permanent fixes.
Prepare technical documentation, operational reports, RCA reports, knowledge articles, and process improvements.
Demonstrate strong problem-solving skills, analytical thinking, and decision-making abilities in high-pressure situations.
Promote teamwork, collaboration, knowledge sharing, and continuous improvement across operations and engineering teams.
Mentor junior engineers and provide technical coaching to enhance team capability and operational excellence.

What you’ll be doing

Serve as the SME for Routing, Switching, Wireless, and SD-WAN technologies
Lead and coordinate Major Incident (P1/P2) resolution, ensuring timely service restoration.
Manage technical escalations, stakeholder communications, and customer engagement throughout the incident lifecycle.
Perform Root Cause Analysis (RCA) and drive corrective actions to prevent recurrence.
Apply ITIL best practices across Incident, Problem, and Change Management processes.
Collaborate with internal teams, vendors, and customers to resolve complex network issues.
Monitor service performance, SLA compliance, and drive continuous service improvements.
Produce technical reports, RCA documentation, and knowledge-sharing materials.
Mentor team members and contribute to a collaborative, high-performance team culture.
Demonstrate strong analytical, problem-solving, and communication skills in a customer-focused environment.

Essential Skills / Experience

Expert knowledge of Routing, Switching, and Wireless technologies.
Proven experience in Major Incident, Escalation, and Incident Management.
Strong troubleshooting, analytical, and problem-solving skills.
Experience in stakeholder engagement and customer-facing environments.
Working knowledge of ITIL processes (Incident, Problem, and Change Management).
Excellent verbal and written communication skills.
Ability to work effectively under pressure and drive critical issue resolution.
Strong collaboration, teamwork, and leadership skills.

Certification
CCNP Enterprise (Mandatory)
Cisco SD-WAN Certification (Preferred)
CWNA (Certified Wireless Network Administrator) (Preferred)

Desirable Skills / Experience

Knowledge of Cisco SD-WAN architecture, operations, and troubleshooting.
Experience in Service Operations and Network Operations Centre (NOC) environments.
Experience preparing and presenting Root Cause Analysis (RCA) reports.
Familiarity with service improvement, SLA management, and operational governance.
Experience mentoring and coaching technical teams.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.

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