BT Hiring for Platform Configuration Professional at PLOT NO II F/1, India Full Time

Platform Configuration Professional

Job Req ID: 12855

Posting Date: 17-Mar-2023

Function: Service

Location:

PLOT NO II F/1, BLOCK II F, RA, Kolkata, India

Salary: within range

Recruiter: Aparajita

Hiring Manager: Viplove Tiwari

Career Grade: E

Internal Closing Date: 24th March 2023

Platform Configuration Professional

Why BT?

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers – those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation, and competition we face are tougher than ever before. So, if you have the drive, optimism, and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why Business Unit/Function

We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organizations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall, we’re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organizations in the Republic of Ireland.

Our Wholesale business helps communications providers (CPs) and other organizations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers.

Why this job matters

This role is responsible for supporting and implementing platform configuration requirements (commercial/secure) for customer and user account creation, profiling and system access. We expect you to consistently collaborate with your team members and engage with stakeholders to deliver on requests in 24×7 operations.

You must be able to take a leading position when dealing and negotiating with partners and stakeholders.

We are continuously improving our processes by transforming our systems with cutting edge technologies. You must be able to device concrete plans to manage the rigorous changes that might come our way and always be in control of the situations by displaying characteristic ownership, helpfulness and timeliness.

Another aspect of this role also requires you to have experience of dealing with bulk data, show logical understanding of patterns, with attention to details, enabling you to fix datasets for system configuratons. You will be required to perform extensive reviews of broken records and fix them as per desired format to ensure 100% accuracy.

We also expect you to identify scope of improvement within processes by means of optimization / automation and be responsible for the execution of the same to improve efficiency of resources.

What I’ll be doing – your accountabilities

Skills required for the job

Excel – Expert

NGSD / Remedy / ServiceNow – Advanced

• Deal with range of system access & profile requests for internal/external accounts – ensuring quality, accuracy and timely completion

• Work in a wider team and collaborating on platform changes, amendments and deletions to system configuration settings including KCIs, SLAs, customer contacts and support groups which impact operations teams and direct customer experience of BT service

• Work on broken records within large and complex datasets to fix the issues as per desired format to ensure 100% accuracy; Migrate data for inventory systems/CMDB to be updated

• Provide a detail focus and enthusiasm to right first time approach ensuring consistency and accuracy – minimising service, user, customer or operations impacts

• Coordinate with backend database and ASG teams to ensure all necessary changes are carried out on time

• Identify and contribute in wider platform team to improvements in configuration services by helping with e.g. automation, scripting, templates, profile development and controls

• Use the modern ITSM tooling platforms to generate efficiency by employing tools like flows and APIs

• Collaborate and work well with range of business stakeholders to understand requirements, deal with enquiries and explain sometimes technical information in simple words to business users

• Able to support varied business challenges of volume work and emergency/ad hoc requests. These can be time limited or needed for urgent implementation requirements

• Some of the work maybe restricted/sensitive or for UK eyes only and therefore should be able to deal with restricted information where confidentiality is required as part of role in team

• Display high levels of accuracy and precision while working on live systems and resolving configuration problems

• Train and coach the first line colleagues on processes, prioritization of work and dealing with stakeholders; share best practices within team

• Understanding of ITSM: Demand and service platform management tools like ServiceNow, Remedy etc.

• Attention to details: Should be able to notice important things better than others

• Analytical thinking: Able to understand patterns within complex datasets and fix the issues

• Ability to work collaboratively with a flexible and agile approach

• Ability to always work within strict timescales

• Integrity and precision with live data and systems

• Develop and promote continuous improvement in all activities

• Proactive approach and customer-orientation

• Ability to learn and adapt quickly and pass on the knowledge withn a group

• Logical thinking combined with mathematical interpretation of problems

Connected leaders’ behaviours Experience you would be expected to have

• Customer orientation: Prioritising customer requirements and commitment towards going the extra mile to make them delighted

• Stakeholder management: Can work in a complex matrix environment, engaging and communicating with multiple stakeholders and setting correct expectations

• Teamwork Skills: Ability to work effectively in an organized group, think and deliver as unit

• Problem Solving: Must be able to own and solve any roadblocks related to allocated delivery

• Approachability and fairness: Should be approachable whenever needed to manage crisis and situations

Minimum overall experience of 5 years with relevance in ITSM tooling

• Knowledge and experience of demand and service platform management tools like ServiceNow, Remedy etc. (administrative level)

• Experience in using workflows and no-code solutions for process optimization / automation

• Experience in operational service delivery or support

• Experience in dealing with profiling with clear understanding of risks and impact

• Basic knowledge of Cloud technology and types of access control systems

• High proficiency in MS Excel

• Working knowledge of MS SharePoint and MS Teams

• Extremely good in verbal and written communication

• Ability to create and deliver effective presentations using MS PowerPoint

• ITIL v4 Foundation (preferred)

Key decisions

• Evaluate business, technical, operational and customer requirements for system configuration actions on live platform

• Checks and seeks confirmation on critical inputs and amendments to platform with manager as required

• Prioritises work activities and requirements to deliver workload effectively with manager

• The role holder is provided with elevated system administration privileges and access, which means they can inadvertently impact customers, operations and BT services

Why this job matters

The Infrastructure Engineering Professional supports with Automation, Enterprise Systems Management (ESM) and Continuous Integration and Continuous Deployment (CICD) technologies, supporting the execution of key technologies within the infrastructure landscape.

What you’ll be doing

1. Supports the maintenance of IT infrastructure components, tools or locations and contributes towards ensuring the creation of designs on services (e.g., network, security, storage, compute), which are to be produced in line with design standards

2. Contributes to the collaboration with application development, enterprise architecture, infrastructure and cyber security teams to assist in the implementation of effective product roadmap

3. Contributes to the automation and orchestration capabilities across the environment and establishes process and procedures that promote efficiency, solving day-to-day user problems

4. Provides day-to-day support to internal tools and system health, as well as infrastructure implemented for all projects and supporting the management of customer support contracts

5. Contributes to the collaboration with technical architects to translate architectural designs into operations

6. Supports in the implementation of ways to improve working processes within the area of infrastructure engineering responsibility, including network and infrastructure performance and health

The skills you’ll need

Troubleshooting

Database Management

Infrastructure Configuration

Data Center Infrastructure

Programming/Scripting

IT Security

Cloud Computing

Agile Methodologies

Infrastructure Architecture/Design

Continuous Integration/Continuous Deployment Automation & Orchestration

Networking Routing

IT Infrastructure

Project/Programme Management

Incident Management

Our leadership standards

Looking in:

Leading inclusively

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. As Philip Jansen, our CEO, says ‘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.