Ais Security Senior Engineer (Kolkata)

Why this job matters Front line technically aware customer service agents who demonstrate excellent process operations skills e g owning driving communicating updating and all 3 BT values What you ll be doing Working on the customer service desk and managing the Operational Readiness Testing function Multi-tasking across various tools applications essential to conduct the ORT checks Managing email correspondence with Project Managers on ongoing Service Requests providing due feedback for quick action on ORT failures Engaging in on-call discussions with tool teams Project Managers to sort repeat ORT failures Influencing correction of ORT failures and ensure quick completion of ORT Skills Product Service Knowledge Understand BT s products and services to a solid foundational level along with in-depth knowledge of BT s operational and service processes Networking Fundamentals A basic understanding of networking concepts is essential as the role involves more than just process execution-it serves as a gateway to Incident Management Security Networking Product Expertise Mandatory working knowledge of key security products including Firewalls Palo Alto FortiGate Checkpoint SASE Solutions Prisma Zscaler FortiWeb etc ITIL Framework Familiarity Understanding of ITIL principles and their application in service operations Service Readiness Acceptance into Service AIS Hands-on experience in Service Readiness and AIS processes within the Security domain including documentation validation and stakeholder coordination Analytical Problem-Solving Skills Ability to analyze service-related issues and contribute to resolution planning and continuous improvement Stakeholder Communication Robust communication skills to collaborate effectively with Service Managers Account Teams and Contract Owners Process Orientation Documentation Experience in maintaining service documentation SOPs and readiness checklists aligned with compliance and operational standards About us BT Group was the world s first telco and our heritage in the sector is unrivalled As home to several of the UK s most recognised and cherished brands - BT EE Openreach and Plusnet we have always played a critical role in creating the future and we have reached an inflection point in the transformation of our business Over the next two years we will complete the UK s largest and most successful digital infrastructure project - connecting more than 25 million premises to full fibre broadband Together with our heavy investment in 5G we play a central role in revolutionising how people connect with each other While we are through the most capital-intensive phase of our fibre investment meaning we can reward our shareholders for their commitment and patience we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come This includes radical simplification of systems structures and processes on a huge scale Together with our application of AI and technology we are on a path to creating the UK s best telco reimagining the customer experience and relationship with one of this country s biggest infrastructure companies Change on the scale we will all experience in the coming years is unprecedented BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills experience creativity and passion to take this company into a new era 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 please apply anyway - you may just be the right candidate for this or other roles in our wider team Why this job matters Front line technically aware customer service agents who demonstrate excellent process operations skills e g owning driving communicating updating and all 3 BT values What you ll be doing Working on the customer service desk and managing the Operational Readiness Testing function Multi-tasking across various tools applications essential to conduct the ORT checks Managing email correspondence with Project Managers on ongoing Service Requests providing due feedback for quick action on ORT failures Engaging in on-call discussions with tool teams Project Managers to sort repeat ORT failures Influencing correction