Tech & Security Operations Centre (TSOC) Engineer (24x7) -Hiring Manager : Bojan Janevski

Part of PXC’s Technical Operations function, the Technology and Security Operations Centre (TSOC) is the heartbeat of our organisation. We’re a collaborative, high‑performing team that pairs deep operational expertise with innovative thinking to keep our customers’ services—and our network and applications—running securely and reliably.

Our team is responsible for identifying and managing network and security issues that impact both customers and colleagues, while also supporting our partners’ voice and data services.

Using modern monitoring and detection platforms, automation, and data‑driven insights, we proactively detect, investigate, and resolve network and security issues affecting both customers and colleagues. minimising impact by adhering to KPIs and industry best practices. Collaboration is key—we work closely with internal teams and external partners to keep services running smoothly and securely.

Reporting to one of four 24/7 Technology & Security Operations Centre (TSOC) Shift Managers, you’ll be part of a skilled team of network and security engineers, working closely with three other rotating shift teams to deliver a seamless 24/7, 365-day operation.

Your primary responsibility will be to identify, manage, and resolve incidents affecting our network and applications, as well as troubleshoot and support faults impacting our partners’ voice and data services.

Key responsibilities will include but not be limited to:

·         Identify, respond to, and resolve voice and data service issues across multiple Layer 2 and Layer 3 products and services, including (but not limited to) copper, fibre, and Ethernet circuits, managed CPEs, and firewalls. Address broader network and security incidents, escalating to SMEs where necessary, while ensuring all actions follow established processes and align with departmental and company KPIs.

·         Identify and respond to a variety of issues and assignments, providing technical analysis and then implementing changes to restore and improve services for our customers and colleagues. You will lead as well as support issues with other SME’s or IM teams.

·         Responsible for detailed recording of faults and incidents including but not limited to a technical and non-technical explanation of operational impact, customer impact, progress, actions, and resolution. Ensuring stakeholders are kept up to date on progression and next steps, whilst driving suppliers and internal resolver groups towards restoring services within agreed SLA's.

·         Handle and assign incoming Security Service Requests & Queries on behalf of the wider Security team.

·         Identify and record problems following root cause analysis and the restoration of incidents, champion a culture of operational excellence through continual service improvements, particularly those that will lead to improved KPI’s, ensuring they are progressed appropriately.

·         Support the development and maintenance of playbooks and knowledge transfer.

·         Accountable for attending team, departmental, Security team and company updates and ensuring you are engaged in all necessary comms channels to receive necessary company updates.

·         Demonstrate an appreciation of the wider business context. At times contributing to daily incident calls producing and/or delivering updates on daily and weekly metrics and reports.

·         Responsible for ensuring the security and integrity of network & IT systems by adherence to the company's Information Security policies and procedures.

·         Approve same-day RAD dispatch up to £100

·         Authorise Qube Engineer visits up to £100

·         Approve Comms Care services up to £800

·         Book Openreach Engineer visits up to £500 per circuit