1 BT Group Technical Specialist Job

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Our team is customer focused and we can be working on single or multiple projects at the same time. We believe in Technical Excellence in Engineering and we deliver world class solutions for our customers by recruiting and training the best to be part of our large multi-disciplined engineering practice.

What you'll do:

• Perform the Customer facing role for security operational teams having knowledge & experience on security product and support on IT Security based services to a specified group of external global/corporate customers
• Form an integral part of 24x7 rota to provide security in-life support
• Provide a high level of technical support to our customers
• Triage, Review, and implement standard security specific changes in line with Customer security policies and change control processes
• Own complex customer issues and see them through to resolution
• Take the initiative and advise our customers on how automation can enhance the stability and security of their solution
• Collaborate and share knowledge with other Engineers and Administrators on the support floor
• Delivers service levels at a competitive cost point, accountable the technical and operational management budget and for the agreed financial metrics
• Ensure compliance to all legal, regulatory and security requirements
• Hold accountability for delivering cost transformation goals through process efficiencies, self-service, and automation
• Ensure that operational and technical teams are appropriately resourced to meet demand, contractual terms and deliver great customer service.
• Establish and mature governance processes, embedding quality and consistency across the team, ensuring events and incidents are logged and resolved in a timely manner, maximizing availability and right first time (RFT)
• Coach and develop team to promote upskilling and career development
• Promote and establish high levels of incident ownership
• Use data literacy to ensure effective MI, service reporting and diagnostic
• Be passionate about technology and has a desire to constantly expand technical knowledge
• Be detail-oriented in documenting information and able to own customer issues through resolution
• Be able to handle multiple tasks and prioritize work under pressure
• Demonstrate sound problem-solving skills coupled with a desire to take on responsibility
• Have broad knowledge of risks in Security market and industry best practice
• Have broad technical understanding of diagnostic utilities, the service catalogue and BT Global solutions, networks, applications, and technologies
• Possess a strong familiarity with key ITIL principles
• Have strong problem-solving skills and adopt a logical approach
• Possess excellent written and verbal communication skills in English
• Have expert knowledge of NGFW, UTM, automation, networking concepts and devices
• Have experience of multiple security vendors (e.g. Palo Alto, F5, Cisco, Cisco FTD and Checkpoint) and/or hold relevant certifications
• Minimum experience of 8+ years
• Have good knowledge of routing protocols, security concepts and public cloud platforms
• Be knowledgeable in the application of current and emerging network software and hardware technology and protocols
• Possess extensive knowledge and experience in managing customer service with the ability to attain in-depth knowledge of customer needs and environment
• Have a successful track record of managing & transforming service desks
• Provide subject matter expertise and industry best practice to drive self-service, automation, and efficiencies
• Maintain understanding of desk technical and configuration activities, processes, and practices

Whats in it for you?

• Competitive salary and on-target bonus plan
• Training and development opportunities
• Career progression in BT Security and across BT with our internal development programme
• Annual leave as per the local country leave agreement.

• Location: India Gurugram
• Weekly Hours: 40
• Salary: Level D
• Position Type: Full Time

Contract: Permanent