Service Ops. Team Lead

Job Req ID: 33996

Posting Date: 10 Jul 2024

Function: Business Services & Operations

Unit: Networks

Location:

Outer Ring Road, Bellandur, Bengaluru, India

Salary: Competitive

Why this job matters

Our IT platforms play a big part in delivering services to our customers. The 1st Line Platform Support Lead role’s primary focus is to lead a small team of 1st Line Platform Support Engineers, ensuring our IT services provide the best possible service we can to aid the delivery of BT’s wider TV, Broadband, Voice and Mobile products.

Day to day, the 1st Line Platform Support Leads role will be responsible for providing support for all front-line IT services, aiding the goal for these services to remain highly available, resilient, reliable and secure. Delivering a good user experience for these applications is key to the success of the CSE tribe.

What you’ll be doing

• Ensuring the 1st Line Platform Support Engineers are equipped to perform their roles to the best of their abilities

• Scheduling 1st Line shift rotas and amending where necessary

• To provide 1st and 2nd line specialist operational and technical support for the BT TV and SVA Infrastructure Platforms.

• To own all allocated customer enquiries, ensure they are correctly logged and managed.

• Manage incidents, changes, service requests end to end, using the appropriate processes and systems.

• Maintaining to a high standard, application toolsets such as Remedy, Citrix and Microsoft services.

• Eliminate or minimise the impact to the customer, of any problem impacting the BT TV application suite.

• Take a proactive approach to security and continuously look at ways we can protect and secure the platform from security threats.

• Apply configuration to Indian routers on the Global Media Network on behalf of IMC 1st and 2nd line broadcast engineers.

• To support all internal processes and policies, making sure that these are kept up to date and documented.

• To make sure there is handover of knowledge, in a structured and documented way to the team.

• To lead suppliers and contracting personnel to deliver efficient value for money and making sure SLA’s are met.

• To support in Major Incident Management as and when required.

• To ensure that costs are kept to a minimum within the day to day operation of the team (overtime, expenses, equipment. Etc.).

• To ensure the local environment and working area is kept clean and tidy and all Health and safety requirements are always met.

• To actively progress development and growth of knowledge and skills.

Required for the job

Essential Skills

• A strong understanding of complex, IT systems and applications

• A strong understanding of networks

• Any previous experience with network support tools and\or switching and scheduling applications

• Proven ability to quickly pick up and understand complex technical issues and come up with solutions

• Ability to be able to design where needed, install and support operational toolsets

• Proven ability to co-ordinate activities of others/the team both with BT TV, SVA and across other areas to achieve end delivery, and strong track record in conflict management across different teams.

• Interprets client needs, assessing the full requirements, identifying solutions to standard and non-standard tasks/queries and offering assistance even when not asked.

• Manages own time to meet agreed targets.

• Ability to confidently communicate plans to various stakeholders

• Ability to take ownership of projects / deliveries

Qualifications

• Likely to have relevant, contemporary and industry recognised qualifications appropriate to the specific function.

• Likely to have a degree qualification (engineering/science) or has served a technical apprenticeship and/or obtained NVQ and/or further education technical qualifications (i.e. HND).

• Relevant professional experience.

Experience you would be expected to have

Describe the experience that an individual in this role is likely to have.

• MANDATORY - >2 yrs. experience leading in an enterprise IT service desk environment

• MANDATORY - >2 yrs. experience supporting and managing IT applications and systems

• PREFERRED - A proven track record in using, configuring & supporting Windows desktop and Windows server operating systems.

• PREFERRED - Understanding of Linux operating systems

• PREFERRED - Understanding of database technologies (Oracle & SQL)

• PREFERRED - Understanding of web technologies and fundamentals (IIS, Apache, browsers, HTML, security)

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

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.

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 Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.