Network Operations Specialist CEM Job Req ID: 42495 Posting Date: 23 Dec 2024 Function: Engineering Unit: Networks Location: Assembly, Bristol, United Kingdom Salary: Competitive with great benefits **Why this role matters** One of BT’s strategic priorities is to deliver differentiated and standout customer experiences. Network data forms a crucial input into the design , planning and investment in our network. Capturing, analysing and presenting this data insightfully and reliably will provide the bedrock for a successful future network, and drive improvements based on customer experience. Supporting our innovative monitoring and analysis tool is crucial to allow this to happen and to protect and enhance our customers experience. This role can be based in Bristol, Birmingham or London. Our hybrid working model means you are expected to be in the office 3 days per week. **You'll have the following responsibilities** • Continuously monitor system performance, detect anomalies, and implement corrective actions. • Quickly respond to and resolve technical issues, minimizing impact on customers. Liasing with Ericsson PDU for software updates. • Provide technical assistance to customers, including troubleshooting and resolving complex technical problems. • Perform regular maintenance tasks, including updates, MOPs, patches, and optimisations. • Identify inefficiencies in current processes and recommend improvements. • Maintain comprehensive documentation of systems, processes, and troubleshooting procedures. **You'll have the following skills and experience** **Skills** • Customer focused attitude. • Experience of using / supporting Performance Management or CEM systems, or other network monitoring systems. • Proactively monitor alarms and reporting • Ability to identify and follow relevant processes • Analytical thinking to identify solutions • Participate when needed in project groups. In particular the ability to implement technical solutions within a change control process. **Experience** + Experience of supporting systems. - MANDATORY + Experience in mobile/fixed telecommunications industry in the role of a designer with business-critical, high-availability / high-throughput systems and networks. - PREFERRED + Experience of using network monitoring solutions e.g. Packet Brokers, Probes, Wireshark, PCAP, Performance Management and CEM systems. – PREFERRED + Understanding of Network protocols used in mobile telecoms – MANDATORY + Understanding of operational monitoring requirements and tools – PREFERRED **Benefits** • Competitive salary • 10% on target bonus • BT Pension scheme, minimum 5% Employee contribution, BT contribution 10% • 25 days annual leave (not including bank holidays), increasing with service • Huge range of flexible benefits including cycle to work, healthcare, season ticket loan • World-class training and development opportunities • Option to join BT Shares Saving schemes. • Discounted broadband, mobile and TV packages • Access to 100’s of retail discounts including the BT shop **Our leadership standards** **Looking in:** **Leading inclusively and Safely** I inspire and build trust through self-awareness, honesty and integrity. **Owning outcomes** I take the right decisions that benefit the broader organisation. **Looking out:** **Delivering for the customer** I execute brilliantly on clear priorities that add value to our customers and the wider business. **Commercially savvy** I demonstrate strong commercial focus, bringing an external perspective to decision-making. **Looking to the future:** **Growth mindset** I experiment and identify opportunities for growth for both myself and the organisation. **Building for the future** I build diverse future-ready teams where all individuals can be at their best. **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. 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 Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.