Service Reliability Engineer

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About the role

As part of the LLOYDS BANKING GROUP team, the Service Reliability Engineer (SRE) is aligned to Change Implementations in a 24*7 environment specially to Customer’s Network. Changes are totally aligned to ITIL framework & must follow all the required standards.

There are strict SLA’s for delivery & we are bound to follow the same to ensure the network runs without disruptions.

This Role also gives an opportunity to review all Changes (Data/Voice/Security) which are Medium or High Risk Category.

What you’ll be doing

Monitor and review the Customer DNS change mailbox for DNS requests.
Ensure internal change requests are raised for change progression whilst following strict change procedures.
Liaise with customer Project Teams, to formulate Customer change requirements and negotiate change windows.
Preparation of DNS changes, using the DNS system provided by the customer.
Validate, verify and design approve DNS changes.
Deploy DNS changes meeting Customer change restrictions and change windows.
Update change system with change success criterion.
Take ownership, advice and liaise with the BT team of any Severity 1/2 incidents.
Maintain Problem actions and tasks to comply with SLAs and KPIs liaising with key stakeholders in BT e.g. Incident management, customer engineers etc.
Jeopardy management, potential SLA breaches via the formal escalation process including timely communication to senior management.
Monitor Team shared mailbox and reply in a timely manner.
Communicate clearly both within BT and our customer via email or telephone when required.

Essential Skills / Experience

Experience working on DNS.
Extensive IP address management experience
•Demonstrable understanding of :
DNS and all record’s types
Zone files
Authorities/Cached responses
Delegated Parent/child records
Names servers and resolvers.
Load balancing techniques
Experience of working in a SLA driven change environment.
And Problem/incident management environment.
Excellent standard of written and spoken English
Higher level customer-management skills.
Prior experience on Windows platform is preferable.
Problem solving - Able to identify root cause of problems provided all required information is available within domain.

Desirable Skills / Experience

DNS/ DHCP

Infloblox

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.