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Why this job matters
Lead Engineer role responsible for providing effective In Life technical support and testing for the BT / EE Smart across the BT group brands, engaging with teams across the business.
You will engage with the Hub development team and scope requirements into the lab testing environment, to enable the successful delivery of new Hub releases into operational service. You will resolve Hub product InLife issues through technical diagnostics of reported faults and by providing root cause analysis. This will include working with both internal stakeholders and external vendors, co-ordinating planned fixes and scoping validation testing with delivery managers for inclusion in maintenance releases or platform updates. You will lead proactive InLife investigations and customer experience improvement initiatives, using appropriate tools and methods. You will also contribute to Hub management system and process improvements, across BT CFUs and Technology Platforms, as well as local team initiatives.
What you’ll be doing
• To lead InLife operations and technical support across multiple Hub types, with focus on BT Smart Hubs and EE Hubs, along with Wi-Fi discs, LTE devices and Digital Voice service.
• To lead InLife engagement with CFU Broadband helpdesks, TMC, CPU, Marvel etc to provide technical support to the business. • To lead the engagement with Hub development team and scope requirements into the automated lab testing environment, to enable successful delivery of new Hub releases into operational service.
• To lead technical InLife investigations, troubleshooting and diagnostics, working with internal stakeholders and external vendors to triage issues, assess customer impact, agree relative priority, complete root cause analysis and make recommendations for resolution.
• To oversee the resolution of issues by coordinating planned fixes and scoping validation tests with delivery managers for inclusion in maintenance releases or platform upgrades.
• To lead proactive InLife investigations and customer experience improvement initiatives using bulk log analysis, data mining, trend analysis, behavioural testing & other methods.
• To engage in understanding and improving the Hub management policies and parameters, to drive system and process improvements across BT CFUs and Technology Platforms, and contribute to local team initiatives.
• To give technical leadership and support, in real time, to any operational incident requiring urgent ‘3rd line’ support to stabilise the platform and identify root cause.
Experience you will need:
5 Key Skills
• In-depth understanding of Home Gateway (Hub) product architecture and technologies.
• Hands-on Networking troubleshooting experience, ideally across both IP & DSL layer.
• Good understanding of software engineering, and ability to deep dive/troubleshoot code, configurations and logs.
• Strong problem solving and logical diagnostic skills.
• Stakeholder Management skills with ability to influence and present at Director level.
The skills you’ll need
Release Testing
Manual/Automation Testing
Test Automation Frameworks
System Integration Testing
Agile Testing
Test Planning
Functional/Non-Functional Testing
Programming/Scripting
Version Control
Test Case Design/Writing
Software Testing
Continuous Integration/Continuous Deployment Automation & Orchestration
User Acceptance Testing
Test Management
Decision Making
Growth Mindset
Inclusive Leadership
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.
With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.
We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.
As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.
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.