Tooling Specialist

 

About the role

 The Tooling Specialist is responsible for administration, monitoring, troubleshooting, automation, reporting, and continuous improvement of operational tool landscape supporting global network infrastructure. The role works closely with Service Desk, Operations, Engineering, Incident Management, and Customer teams to ensure tool availability, monitoring accuracy, proactive incident management, and operational excellence.

Role Purpose

The Tooling Specialist will take technical ownership of cross-account tooling activities covering network monitoring, inventory validation, incident integration, service reporting, dashboard assurance, and customer-tool support.

The role will act as the technical bridge between Tooling, Client Services, Service Operations, TDAs, product teams, application support teams, and customer account teams. The engineer will ensure that customer-visible monitoring and reporting issues are diagnosed, resolved, or routed to the correct accountable team with appropriate evidence and escalation.

 

What you’ll be doing

• Provide technical support across monitoring, inventory, reporting, dashboards, and customer tools.

• Troubleshoot issues across multiple platforms and teams.
• Manage escalations, runbooks, health checks, and support processes.
• Ensure monitoring coverage, event flow validation, and device onboarding.
• Maintain inventory accuracy and resolve data-quality issues.
• Validate reports, dashboards, utilization data, and customer-facing views.
• Diagnose device, configuration, interface, and data-flow issues.
• Support customer portals, reporting tools, and service demonstrations.
• Create knowledge guides, training materials, and operational documentation.
• Drive smooth knowledge transfer and operational readiness.
• Collaborate with cross-functional teams to resolve issues and dependencies.
• Communicate technical issues clearly and support continuous service improvement.

 

Essential Skills / Experience

• SMARTS, SevOne / NPMD, Entuity, NetBrain, BFG / NMDB, SNOW
• Networking skills, basic networking
• ITIL process experience

 

Desirable Skills / Experience

 

REST APIs, AIOps platforms, Automation frameworks, Dashboard and Reporting Tools, Data Analytics.
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.