Delivery, Operations & Support Engineer

# Delivery, Operations & Support Engineer Job Req  Date: 16 Dec 2025

Function:
Engineering Unit:
Networks

Location:

Ipswich (4405), Ipswich, United Kingdom Salary:
Competitive + Great Benefits##
** Why this role matters
** In Network Operations we manage, monitor and maintain BT’s UK Network, as well as the Cloud, IT & Infrastructure units which fall into our remit, 24 hours a day, 365 days a year. This includes our UK transmission networks, our UK core IP networks that serve our customers who use Broadband, Ethernet, Mobile as well as BT’s Legacy portfolio of PSTN, Private Circuits and ISDN
30. We manage BTs internet peering connections and services, Europe’s largest Wi-Fi network, the power and environmental services at all of our exchanges, as well as all of the internal IP networks serving BT staff and buildings around the globe. Furthermore, we have a dedicated Cyber Security team who are encountering a significant number of cyber-attacks per day, as well as a newly formed Network Cloud team, virtualising our data centres to support ever-changing and expanding technologies.  

Our job is to identify and deal with any problems before they impact service where possible. Where this is not possible, we react to failures that do occur, ensuring we communicate to our customers and stakeholders quickly, accurately, and effectively, as well as ensuring we get service restored for our customers in the most efficient manner possible. For Ethernet, MEAS and private circuit customers (e.g., large businesses, mobile network providers, and other telecoms operators) we carry out diagnostic and repair activities on these specialist services.

We do all of this to ensure our customers get a brilliant service experience today and in the future.

Most of the Network Operations team carry out the day-to-day operational activities, working shifts (days, double days or 24/7 shift), around the clock, in our state-of-the-art operations centre in Adastral Park. We work closely with other teams, including field engineers, BT’s customer facing units as well as other Network Services teams (such as design, technical services, etc.) and with our key external suppliers and equipment providers.

As technology advances, the teams within Network Operations are ever changing and ever-growing to facilitate for any growing demands on our network.
** Customer Service & Communication
*** You go ‘Beyond Limits’ to deliver excellent customer service by prioritising tasks, owning issues, and providing timely updates.
* Communicate effectively with customers, suppliers, and internal teams, especially during major incidents. This includes providing timely and quality updates (system notes and KCIs) and taking ownership: you plan next steps to resolve and own until completion.
* You champion and role model best practice regarding fault handling and communications both internally and externally whilst controlling the work stack/queues.
** Technical Expertise & Fault Management
*** Maintain strong technical knowledge of service areas and SLAs. For example:
Start to Notify, Start to Restore, Network Availability, Mean Time to Repair and Customer Experience metrics.
* You ensure that customer impact (and potential risk) is known and understood for all network issues.
* Diagnose and resolve network/service issues using OSS tools and ensure quality documentation.
** Collaboration & Leadership
*** Coach and support colleagues through training and knowledge sharing.
* Work collaboratively across teams and contribute to continuous improvement initiatives.
* Take responsibility for an appropriate handover between teams to track ongoing issues and reduce risk to service.

You read, action, and respond to leadership briefings which have been shared about the centre or your work area.
* You work collaboratively with colleagues, customers, and suppliers – in line with BT’s Values.

You adopt a ‘One Team’ approach across the centre – with all shifts sharing common values and purpose.
** Process & Compliance
*** Follow local processes, health & safety, and security standards.
* Manage spares orders and returns in line with network impact and priority, including EFR & RMA’s…