Satcom 24x7 Service & Operations (Madley, Hereford, United Kingdom)

Why This Role Matters

Specialist Platforms provide unique and specialist solutions to some of the industries more complex connectivity issues across the UK and wider Global communities. Within the Radio and Satcoms platform, our role is to support the availability and security of the network 24/7/365 combining operational and engineering resources to meet the customer demand. In your role as 24x7 Service & Operations, you will support the day to day management of services to our customers, providing guidance and support customer fault inverstigation and resolutionWere also excited to be building the networks of the future working alongside our commercial partners to bring new products within the GEO and LEO satellite space, bespoke radio solutions for hard-to-reach areas, supporting the connection of Critical National Infrastructure and continued support the wider business to build a more sustainable and innovative product solution for our customers

Purpose of the role

General

The role holder is responsible for providing effective support of project design and delivery, operational support tasks and day to day operations of systems and services, associated maintenance and logistics, dealing with all relevant issues under the guidance of the manager. The role holder provides support in the formulation of network, technology, systems and information strategy and evolution plans, operational support policies and procedures and the operations of system and services. The role holder provides assistance in solving business problems.

The role holder should leverage the experience other people within the business to discharge these responsibilities, thus ensuring knowledge sharing extends beyond the functional boundary of the role.

• Actively give and receive feedback on your performance.
• Use the correct working practices and booking practices as detailed in training courses, process documents and job instructions.
• Ensure interactions with customers and colleagues are respectful and courteous and represent BT in a professional way
• Conduct yourself with pride, honesty and integrity in line with the BT Values.

Specific

To provide 24/7 management, monitoring Incident and fault handling of all platforms and managed Services affecting Satcom Services within the UK and Globally, including defined National services, working proactively and reactively with other Satcom, Power, National backhaul, Booking and 1 st line NOC teams.

What you'll be doing

• May form part of a small team on a work package, or work alone on a work package. You will ensure that you fully understand how your work impacts and contributes to organisational and functional performance and delivery.
• You will demonstrate a drive to deliver below cost expectations and where possible ahead of time but not at the expense of operational services, contracted deliverables quality or end to end financial profile of the project.
• You will provide your deliverables/work packages to Time, cost and quality, and to meet the Customer and contract teams satisfaction.
• 24/7 Incident management, monitoring and fault handling of all platforms and managed Services, including: TV (OB, OU, TNT Sport, Managed Leased Services),EGNOS, SRIPA ,BTSIP ,Avanti ,Tooway ,Skylogic ,Oneweb ,SCPC ,SubSea Monitoring ,Media gateway services such as Winterfell, Athena and D3/4. On various platforms and across different satellites, countries and time zones.
• Maintain accurate and concise incident reporting on appropriate system, ensure that any required customer feedback is given in a timely manner and recorded appropriately.
• To provide Incident Management (leading into Problem Management) identification, communications and resolution for Satcom/antenna systems.
• Act as a fault reception point, SMP and provide first line incident handling on the above systems in a timely manner.
• To be familiar with and work in accordance to all relevant ISIS and Local Documents. Specifically Madley Fire Precautions Policy & Evacuation Procedures in particular Duty Engineer roles and responsibilities, including Bomb Threats and Postal Bombs, Authority to Work, Permit to work, Flat roof access and Permit to Dig Procedures
• Proactive monitoring of functional e-mail accounts
• To give co-operation and liaise with administrations throughout the National and International Networks. To provide, when necessary, to the Satcom Service & Operations Manager, clear and concise reports of situations which have occurred and actions taken.
• To supervise and monitor all operations systems to ensure that, using all available resources, any service interruptions are kept to a minimum.

What you'll be doing cont'd

• Processing of customer orders within agreed SLT. Including billing generation support
• Demonstration of sufficient technical knowledge to ensure continual optimisation of systems and equipment to maximise benefit to customers and BT. E.g. Antenna utilisation, modem configuration. Operation of all Earth Station Terminal equipment as necessary within the Madley MER & IRS to the agreed interfaces.
• Demonstration of sufficient technical knowledge to ensure ownership of off-site incident management and guidance with regards to Ground Agent operations. Liaison with and direction of Ground Agents, ensuring adequate incident investigation before engagement, and support during customer site work through to completion.
• Ability to understand and interpret incoming work packages, and if required, implement & flag back corrections before transmission. Examples:TVOB / BT Sport bookings ensuring correct frequency, polarisation and encoding parameters,VSAT systems Correct frequencies, polarisations, look angles, sources of interference.
• Provide continual monitoring of site services such as Fire alarms, HV, LV, Heating, escalating issues to appropriate teams and contractors (e.g. ADT for Fire Alarms)

Benefits

• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. Its for all parents, no matter how your family is made up.
• Enhanced womens health support: including help with menopause symptoms, cancer screenings, period care and more.
• 22 days annual leave (not including bank holidays), increasing with service
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks carers leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.