Senior Service Reliability Engineer

Job Description

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Why this job matters

The responsibility includes management of all Data Incidents to a successful resolution, both high priority tickets through to lower priority ones. The role holder will be tasked with ensuring the Data infrastructure is fully available; incidents are resolved in a timely manner and meeting the customer’s service level agreements. The role owner will also be tasked with working collaboratively with their client counterpart to recommend improvements to the estate. This will include the recommendation of new and existing products in conjunction with the Design team.

What you’ll be doing

Ownership for the progression of all Data incidents, problems and changes within the Operational environment.
Stakeholder relationship with members of the customer ECC to articulate the progression of investigations in to the managed infrastructure.
Completion of other tasks beyond Incidents, including Simple Change request, problem ticket progression and ad-hoc tasks allocated by the Platform Manager and senior managers.
Own the operational compliance standards of their platform and the delivery of any remediation activities.
Own operational risks/ vulnerabilities across the Data platform and the delivery of all associated remediation activities.
Proactively recommend enhancements to the platform, feeding in to the Design team.
Review and support Firewall polices functions configuration builds to allow implementation of customer projects.
Interactions with the client keeping them abreast of technical issues for which they are a stakeholder.
Liaise with BT Design and Implementation teams to develop new services, test and agree standard solutions.
Provide pier training where required and input in to customer presentations.
Monitor the effectiveness and responses of 3rd party vendors, feeding in to the Service team.
Maintain client documentation, updating as the changes and faults demand
Complete and own integration testing on new products and services, producing all relevant supporting documentation.
Flexibility work behaviours in regards to extended days when required or when work tasks demand.
Have the authority to use evaluation software in the initial implementation phase of a new service offering, ensuring that valid licenses are uploaded in a timely manner.
Produce scripts and supporting documentation to allow the 2nd line diagnostic team to undertake remote software downloads configuration changes and implementation of new customer projects.
Attend meetings on behalf of the team and line manager.
Provide input to internal & external monthly reports.
Ensure full awareness of the need to safeguard sensitive customer information at all times, so that customers perceive BT to be a trustworthy organisation.
Identify and communicate risks that are discovered on the Data platform, providing a clear description and progression to the Data Platform Manager
Support and embrace Continuous improvement methodology, applying to the Data estate to ensure its subject to constant enhancements.

Skills

CCNA (R&S) Certified, CCNP(R&S) Certified/Trained
4 years or more of experience. Knowledge on Nexus, F5 LTM, GTM, SDWAN, Wireless, CWAN and ACI.

Skill in investigation, structuring information, constructing and testing hypotheses to identify root cause and reach conclusions.
Able to investigate and address the most complex technical problems working with a wide range of stakeholders.

Skill in assessing and improving service and business process performance.
Individual can assess, re-design and improve complex business processes using a range of industry standard tools and techniques drawn from methodologies such as 6 Sigma and lean.

Capability to rigorously adhere to defined processes and stated policies in carrying out assigned tasks.
Rigorous and consistent adherence to defined processes and policies with ability to interpret such policies and processes intelligently.

Capability to identify issues and opportunities and initiate action without explicit instruction.
Consistently identifies requirement for proactive action and takes such action correctly and effectively.

Capability to pay close attention to details of requests and deliverables and instructions.
Errors as a result of lack of attention to detail are extremely rare. Focus on detail is integral to personality and behaviour.

Capability to recognise risks and guide actions to raise and avoid risks which may impact performance.
Instinctively identifies risks and leads others in constructing actions to mitigate.

Capability to behave and react flexibly to unexpected changes in requirements and working practices whilst maintaining performance.
Short notice changes in requirements or practices are absorbed effectively without affecting performance.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.