Associate Service Operations

Associate Service Operations

About the role

AIS Security Engineer is a front-line, technically proficient, and customer-focused professional who demonstrates strong operational discipline, excellent process adherence, and embodies BT’s core values in every interaction. The role requires a solid foundation in network and security technologies, combined with the ability to effectively manage incidents and service requests within the AIS SOC environment.

An AIS Security Engineer takes ownership of incidents from initial detection through to resolution, ensuring timely investigation, accurate documentation, and appropriate escalation to L2, L3, vendors, or support teams when required. They are responsible for driving incident progression, maintaining regular communication with stakeholders, and providing clear, concise updates that align with agreed SLAs and operational expectations.

The engineer is skilled at assessing incident impact and urgency, assigning the correct severity level, and prioritizing actions to minimize customer disruption and business impact. They demonstrate strong troubleshooting capabilities, effective coordination skills, and a commitment to delivering a high standard of customer service while ensuring compliance with operational processes, security policies, and service management best practices.

 

What you’ll be doing

 

•            Working on the newly onboarded customer for Acceptance into Service ( AIS ) for SOC activities and managing the Operational Readiness Testing function.

•            Multi-tasking across various tools & applications is 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 out repeat ORT failures

•            Influencing correction of ORT failures and ensure quick completion of ORT .

•            Weekly call with Tools & DevOps team to mitigate tool failure & issues.

•            Send Monthly Newsletter to BT stakeholder with Top 5 issues & progress on repetitive failures.

•            Take full ownership of AIS SOC journey once customer is onboarded until handed over to SOC operations for in life support.

•            Follow AIS SOC Governance checklist to meet standard operations requirement.

 

Essential Skills

ITIL and Service Transition Process

Incident Mgt tool (service now)

AIS validation tool

SIEM and Monitoring tool

 

Desirable Skills / Experience

Basics of firewall

 

BT Group’s Behaviours

Customer First

Prioritize customer needs in every decision and action.

Challengers

Challenge the status quo and bring innovative ideas to life.

Committed

Own outcomes and deliver with integrity.

Clear

Communicate openly and simply, ensuring alignment.

Connected

Collaborate across teams to achieve shared goals.

 

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running.  With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI.  If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.

Experience Level

Mid Level