Descrição

Job function Schedule : Full-time Working pattern : Standard Closing date : Sep 20, 2020, 10:59:00 PM Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours. About this role Why this role matters BT’s purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this. There are thousands of businesses across the world that rely on our technology (network, IT, cloud, etc). Every time a customer deals with us online, their experience defines how they see us. When a CIO is looking to expand their business and needs to connect a new office. When the head of counterterrorism is looking to secure classified data. When a small café wants to give free wifi to their customers. If our systems goes down, they’ll suffer. You’ll be their vanguard, our expert, keeping everything running smoothly and bringing your ideas for how to improve our services to life. You will be responsible for the deployment and support of IT infrastructure related to Private and Public Clouds with Microsoft and Linux Applications, to both internal and external customers, maintaining the client relationship and satisfaction, by providing excellent IT services. The IT Services range from standard bulk services out of the Service Catalogue to more bespoke solutions mostly hosted in BT Data Centres in Private Clouds with a high growth expected on Public cloud as AWS, Google and Azure. You’ll have the following responsibilities What you’ll be doing – Problem-solving, managing our platforms, configuring our systems and looking for ways we can improve the flow of traffic. – To provide effective IT support services and activities that allow the business applications and systems to operate to the highest standards and meet service targets as defined in customer requirements SLA’s – To manage customer relationships, both internal and external, ensuring full customer satisfaction with services and achievement of service availability/performance targets through effective Service Management. – To ensure all appropriate documentation is delivered and maintained to the ISO9001, ISO20000, ISO27001 standard using best risk management practices. – To ensure that security on the platform(s) is maintained and that it adheres to all agreed BT security policies That’ll include: – Improving our systems and tools – figuring out ways to automate anything that can be automated. Finding new ways of using our tools better. Making our processes more efficient. And fixing bugs. – Training, writing guides and running tech demos – as our expert, it’ll be your job to explain, in simple terms, to our customers and colleagues how to use the tools and systems you’ve mastered. You’ll cut through the jargon and get even the most technophobic user to understand. – Troubleshooting and supporting –you’ll be the one who knows about monitoring, reporting and configuring – for all our systems and tools. The guru we’ll all look to. So if there’s a problem nobody else can solve, we’ll rely on your expertise. – Staying cool under pressure – you’ll be working in a place with high stress and low certainty. But you’ll stay calm and clear-headed when everyone else might be panicking. (It’s when you panic that we’ll really worry.) – Thriving in being the unsung hero – this is a job where, when it’s going well, most people won’t notice your efforts. You won’t mind that. You’ll be happy to be the hidden guardian. – Taking initiative – where you see an opportunity to improve our systems, you’ll grab it without anyone prompting you. In your first six months, you’ll: – Your role includes all activities related with IT from the C2M (product launch, BIDs, Due Diligence) to T2R, (Application Support for local systems and comprise requirements analysis, testing, integrating and managing components and models, and includes L2C, generating new opportunities, providing pre-Sales support on major external projects, and keeping customer relationship and satisfaction, with focus on the activities related with IT T2R process: – Incident Management. – Service Request Management. – Change Management. – Problem Management. – As well as other contributions to Continuous Improvement initiatives – The environment where the role activity will be involved is: – Private Cloud based on VMWare and Several hardware (DELL, HP, ORACLE, IBM) platforms – Public Clouds based and Azure, AWS and Google. – Windows Support – Windows OS managed services, You’ll have the following skills & experience We’ll also see on these on your CV: – An expert in Virtualization – you’ll have a VCP / VCAP or similar. You’ll know how to configure LAN, script in Linux, run a Windows server. – Basic Networking and Security related to Private and Public cloud. – Windows or Linux and Virtualization certifications. – Private Virtual environments (VMWare, NUTANIX, Citrix, Hyper-V) – You’ll have certification in Public Cloud AWS or Azure or Google architecture and implementation – Scripting and automation – Knowledge and experience in PowerShell or PowerCLI – Knowledge and experience in Phyton, Bash, Perl – 5 years’ experience in Private Cloud Infrastructure – 3 years’ experience on public cloud environment (Azure or AWS). – 5 years’ experience in VMWare and Windows or Unix /Linux environments. – Experienced and fully competent in own area, and can share own expertise and provide guidance and support to others. – Awareness of internal/ external business issues and best practice in own discipline that is then applied to the role. – Able to identify key issues and patterns from partial/conflicting data, and can take a broad perspective to problems and spots new, less obvious solutions. – Able to manage own time to meet agreed targets, and develop plans for specific work activities in own area over the short-term, which will include forecasting resource requirements. – Fluent Portuguese language skills and good command of English. Spanish fluency desirable. – Other certifications related to the applications listed before are also desirable. Applications: – Minor applications: DNS, Active Directory, Internet Information Server. – Major applications: Citrix (Virtual Desktops and Application Servers), Exchange. – Unix/Linux Support – Linux OS managed services (Linux RHEL / Xen, CentOs, Suse, Ubuntu,…) – Unix OS Managed Services: IBM LPars / AIX / Pseries Sun Solaris / SDS HPUX / LVM ) Applications: – Apache / Tomcat / Weblogic / DNS Bind – BladeLogic / Scripting – Previous usually built over the private cloud platform but with a high growth expected on Public cloud as AWS and Azure. – All these technologies are spread over internal and external customers. – All these activities requires direct contact with local customers and other in country staff, as well as other ITMS colleagues. – All the activity should be detailed on the selected tool (HPSM, NGSD, Expedio, GFP, etc.) following the in country time accounting directives, for performance review purposes. – To lead evaluation, test & installation of system/application software and hardware provided by suppliers with controls and standards e.g. Servers, Storage area network solutions and/or components, backup solutions, Virtualization Hypervisors, Management and monitoring systems. – To lead test & installation of software maintenance and updates provided by suppliers. – To provide lead problem diagnosis and resolution liaising with suppliers and customer/developer groups where appropriate; may be required to provide full 24-hour on call emergency support. – To be responsible for meeting the system availability targets defined in the Service Level Agreement. – To contribute to the management of vendor and supplier contacts and/or SLAs/OLAs to BT standards, ensuring value for money and adherence to agreed service/performance levels. – To provide lead role for appropriate operational projects with responsibility for planning, design and installation. – To provide line management /team leader responsibilities where appropriate. – To monitor performance and propose and implement performance enhancing changes. – To lead technical support recovery activities following failure, including disaster recovery. – To provide advice & guidance to other groups on technical and operational issues. – To provide resource and expertise to support product evaluations with other groups/customers. – To ensure operational procedures are in place, maintained and followed. – Make sure you know all our tools inside out: NGSD, HPSM, ORION, BMC, FlexVision, Veeam, Commvault, Veritas Net Backup, etc. – Improve our processes. – Give tech support. – Manage how we govern our data and issues. – Develop guidelines and train our people in how to make the most of our systems. – Keep up to date with the fast-changing IT industry. Why choose us? You’ll be working in a purpose-driven business that has around 5,500 clients relying on your work. A business that has clients across 180 countries. A business that has valuable platforms needing your management. A business that can help you become the top expert in your field, where you’ll solve problems that will benefit some of the largest companies in the world. From finance to clothing brands. About BT BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do – and in the people who work here. We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential. So, if you’re interested in the power of p…


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