Service Reliability Engineer - Security

Job Description

* Your title Your subtitle -->Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.About this roleThe role is the primary customer contact for detailed technical questions, is customer focused, and can set up customer requirements into a working solution, if necessary together with other disciplines.They will also be responsible for leading a team of similarly skilled engineers, providing influence and guidance of the team, ensuring all work tasks of that team are completed within contractual obligations.Youll have the following responsibilities

• This is a shift role, covering 24/7, job holder will be required to cover flexible working hours/shift patterns as and when required.
• Responsible for managing the LAN/WAN issues for customer as well as supporting security issues highlighted by customer and work with other security teams.
• Manage the resolution process for all P1 & P2 and other critical incidents from inception to resolution, ensuring quick and correct assessment of the issue, including identifying the impact to a specific customers and engaging the appropriate service area to resolve the issue.
• The individual is expected to aggressively drive, facilitate and lead the technical resolution of complex and highly visible technology incidents - ensuring maximum system availability.
• The role will be accountable to help improve overall performance around managing, tracking and reporting of incidents and responsible to establish technical & business bridges/conference calls as required and involve all relevant teams/vendors/parties and to take overall ownership of the Incident until resolution.
• Responsibilities span all internal technology infrastructure, development and business support. The role will be accountable for managing incidents from discovery through recovery, fix, elimination and customer remediation.
• Provide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure of any particular incident.
• Responsible for the complete process adherence and handling of critical incidents according to SLAs.
• Liaison with Team Leaders and Team Managers of all technical experts (or support teams) to ensure swift resolution of incidents within SLA targets.
• Needs to provide technical assistance for in-time and quality implementation of connecting, global, customer s LANs (Local Area Networks) together via the different available WANs (Wide Area Networks) in direct co-operation with System Engineering and Project Management.
• Needs to maintain close relations with third parties, like vendors, to be able to monitor progress of reported problems, known caveats, newly available features, software upgrades and hardware products. This to be able to foresee possible conflicts and improvements to operational services.
• Take part in regular service conference calls with Service Account Management, to advise customer on possible design issues following network growth and changed user requirements.

Youll have the following skills & experience1.Skills and QualificationsSkill CategorySkill TitleSkill DescriptionDesired Skill LevelTechnicalSecurity McAfee, F5. Cisco Firewall, Juniper, Bluecoat, Ironport.CCNA, Junos certifications preferred.Team managementSkill in managing teams of individuals to produce desired outcomes and performance.Individual can manage one or more teams to achieve stretching performance goals whilst maintaining levels of motivation and satisfaction.Problem solvingSkill in investigation, structuring information, constructing and testing hypotheses to identify root cause and reach conclusions.Able to investigate and address the most complex technical problems working with a wide range of stakeholders.Professional Process improvementSkill in assessing and improving service and business process performance.Individual can assess, re-design and improve complex business processes using a range of industry standard tools and techniques drawn from methodologies such as 6 Sigma and lean.BehaviouralProcess & policy adherenceCapability to rigorously adhere to defined processes and stated policies in carrying out assigned tasks.Rigorous and consistent adherence to defined processes and policies with ability to interpret such policies and processes intelligently.ProactivityCapability to identify issues and opportunities and initiate action without explicit instruction.Consistently identifies requirement for proactive action and takes such action correctly and effectively.Attention to detailCapability to pay close attention to details of requests and deliverables and instructions.Errors as a result of lack of attention to detail are extremely rare. Focus on detail is integral to personality and behaviour.Risk awarenessCapability to recognise risks and guide actions to raise and avoid risks which may impact performance.Instinctively identifies risks and leads others in constructing actions to mitigate.FlexibilityCapability to behave and react flexibly to unexpected changes in requirements and working practices whilst maintaining performance.Short notice changes in requirements or practices are absorbed effectively without affecting performance.2.Process ResponsibilitiesITIL ProcessResponsibilitiesIncident and Event ManagementAccountable for operational performance of the BT networks platform, including incident and event management performance.Operations, Service MonitoringAccountable for operational performance of the BT networks platform.3.Client Interface / PeeringCollaborative working with the client and other BT teams to determine the nature of Security faults in order to resolve open Incidents and problems.Collaborative working with peers across the Eco System partners and the Nationwide Service Integrator.4.Typical Transaction / ScenarioReviewing of allocated Security Incident tickets from Service Now, engaging with the stakeholder (Internal and External) in order to understand the fault and drive resolution. Eligibility Criteria:As per IJP Guidelines If you have an active PIP/Disciplinary sanctions then you cannot apply for a role internally for the duration of that sanction. In circumstances when you are in a disciplinary process but the outcome hasn t been reached or there is an active appeal then you can apply, however, the Offer could be withdrawn if, subsequently, you re issued with a sanction or your appeal is unsuccessful. It is the responsibility of an applicant to not apply to IJP in case if they are on an active PIP/ Disciplinary case/ Warnings or sanction. If such an applicant is found to have applied for a role, then, strong disciplinary action will be taken against that applicant. COVID-19 Notice: We ve changed our recruitment process so that we can continue to offer exciting opportunities in BT. We ve moved to virtual hiring until further notice - which includes video interviews and virtual onboarding, to make sure that we maintain candidate and employee safety., *.

Keyskills :
commissioningsafetyfmeabusiness processreliabilityevent managementcustomer focusaccount managementmechanicalroot causecustomer contactcisco firewallsystem engineeringstatements of work sow