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The purpose of the role is to act as the primary technical point of contact for a major BT customer within the Americas region. The role requires ensuring day-to-day communication between the customer and BT operational teams. The individual must demonstrate the ability to handle network, security, and telephony-related topics.
Job Responsibility:
Acts as a local interface for customer zone within the global BT team in Paris
Provides in-depth local technical knowledge to the global BT team to help facilitate the resolution of major incidents or performing complex changes
Have access to customer network devices, to facilitate troubleshooting and change activities in full co-ordination with the global BT team
Owns and drives major incidents in the zone outside of global BT team “core hours”, or co-manages major incidents in the zone during “core hours”
Attends the daily customer zone “huddle” incident ticket reviews (if applicable). Is able to provide technical insight and input to the incidents and service requests discussed during the meeting
Provides Root Cause Analysis reporting (RCA) technical input as per the agreed process and format
Understands the customer business, business drivers, critical sites and appropriate 3rd parties/suppliers
Good technical knowledge of customer technologies (LAN/WAN/IPT/IPCC/security)
Requirements:
Networking: Routing and switching expertise with Cisco routers, Nexus and Catalyst switches, SD-WAN
Wireless: Cisco autonomous access points and WLC-based wireless solutions
Security: Experience with Check Point, Palo Alto, Fortinet, and Cisco ASA
Load Balancing: F5 Big-IP LTM
Identity & Access Control: Cisco ISE
IP Telephony & Collaboration: Cisco UCS, CUCM, and WebEx
Professional Skills: Strong troubleshooting skills with the ability to operate effectively in high-pressure environments
Excellent communication skills and strong stakeholder management capabilities