Service Reliability Engineer

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About the role

As part of the Rolls-Royce Network Operations team, the Service Reliability Engineer (SRE) / Frontline Operations Team serves as the first point of contact for monitoring, managing, and restoring critical network services. This role plays a vital part in ensuring service availability, operational stability, and proactive incident management across the customer environment.

Working closely with Rolls-Royce, service delivery teams, technical specialists, and key stakeholders, the team drives operational excellence through real-time monitoring, first-line troubleshooting, effective communication, and timely escalation of issues. By maintaining high service standards and minimizing network disruptions, this role directly contributes to delivering a reliable and best-in-class customer experience while supporting the ongoing digital and operational transformation of the Rolls-Royce environment.

What you’ll be doing

Act as the frontline operational contact for network-related incidents, service requests, and operational activities.
Manage and drive resolution of P3 and P4 incidents within agreed SLAs, ensuring timely updates and stakeholder communication.
Handle and maintain tickets across NGSD and ServiceNow (SNOW) platforms, including out-of-hours double-keying activities where required.
Create, coordinate, and implement Standard Service Requests (SSRs) and network change plans in accordance with change management processes.
Perform daily operational health checks of Datacentre and Network Devices, ensuring proactive identification of issues.
Monitor shared operational mailboxes and maintain effective queue management to ensure timely ticket handling.
Develop and maintain a strong understanding of the Rolls-Royce network architecture, services, and design flows to support effective troubleshooting and decision-making.
Participate in Major Incident (P1), Critical Incident Management (CIM), and stakeholder bridge calls, providing technical updates and operational support.
Deliver high-quality incident records, technical updates, and customer communications, reflected through strong agent scorecard and quality metrics.
Contribute to Customer Satisfaction (CSAT) objectives through professional customer engagement and service excellence.
Ensure accurate and timely closure of operational activities and incidents, maintaining expected closure targets and quality standards.
Support additional operational, service improvement, and transformation activities as assigned through regular performance and development discussions.
Success in this role requires strong network fundamentals, operational discipline, stakeholder management skills, and a customer-focused mindset to deliver reliable, high-quality support for Rolls-Royce's critical network services.

Essential Skills / Experience

CCNA certification.
Good understanding of network fundamentals, incident management, and troubleshooting methodologies.
Strong verbal and written communication skills with the ability to engage confidently with customers and stakeholders.
Willingness to work in a 24x7 operational support environment, including shift patterns and out-of-hours activities.
Experience in customer interaction and maintaining a customer-centric approach.
Ability to collaborate effectively with internal BT teams, service partners, and technical stakeholders.
Positive attitude with a proactive approach to problem-solving and continuous improvement.
Strong team player with the ability to work in a fast-paced operational environment.
Good organizational skills with the ability to manage multiple priorities and meet service level commitments.
Understanding of ITIL-based processes, including Incident, Change, and Request Management, is desirable.

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.