Site Reliability Engineering Specialist

Job Description

Why this job matters

The key purpose of your role is to support the BT Business IP Communications (IP Comms) models and services that are supporting over 1.3 million customers. It is crucial that this network is maintained in order for the customers (Internal / External) to use their services . This must will be done through use of technical skills to speedily diagnose and resolve any technical failures which occur; providing technical, product and or platform specialist support in the resolution of incidents and problems. These responsibilities covers both model and production network.

The platforms and systems that you are responsible for testing and maintaining are fundamental in underpinning BT’s strategic voice services. These services are consumed by multiple CFUs and are provided to residential customers, small, medium & large businesses; the revenue from these services makes a significant contribution to BT’s finances.

What you’ll be doing

• Leading the restoration of service and resilience for P1/P2/P3 and SI incidents as appropriate.
• Resolution of customer reported issues to SLA timescales by identifying the most efficient method of fix and keeping the customer informed in a timely, effective and efficient manner.
• Ensuring that the Change Process is followed for any intrusive activity, and that risk to customer service is mitigated against.
• Leading the identification of root cause for issues, and taking proactive steps to ensure there is no impact to customer service.
• Identify areas of improvement and work with internal and external teams until completion
• Ensuring regular attendance and participation at team meetings, team audios and other Management updates.
• Setup knowledge sharing sessions with the internal + external ops teams and carry out shift left.
• Engaging with key suppliers to drive service improvements from the relevant areas
  Identifying and carrying out proactive improvement activities, in a continual mission to achieve key performance targets in reliability and RFT.
• Understanding your role in achieving the team’s goals and strategy
• Take part in system development and improvement, providing a test environment and actionable feedback
• Provide training and undertake upskilling as required to drive a ‘shift-left’ culture, to enable a more efficient approach to event, incident and technical management of supported services.
• Demonstrating a willingness to work flexibly out-of-hours and at various locations as required, due to the operational nature of the role. The normal compensation for this will be TOIL. There is also a requirement to provide 24/7 callout support on a rota basis.

Good To Have

MANDATORY

• In-depth knowledge of VEL portal provisioning and management of the services supported
• Knowledge on Broadworks feature set, ability to troubleshoot the service e2e
• Ability to resolve customer faults associated with provisioning elements on the IPCOMMS platform
• Ability to break down complex faults and looks for short, medium, long term solutions to ensure we provide the best service our customers deserve
• Strong interpersonal skills with the ability to work with customers and internal stakeholders when required.
• Experience of fault diagnosis/resolution against service level agreements
• Experience of building Linux/Unix server, network interface configuration, iptables
• Experience in virtualisation technologies
• Experience in troubleshooting complex IP network faults

PREFERRED

• Experience in chairing incident calls, manage incidents and review/improve incident processes
• Experience in automation tools and able to develop scripts to enhance platform services and monitoring
• Experience in managing large platform changes, patching, etc
• Experience in MariaDB, Consul, Cloud technologies

The skills you’ll need

TroubleshootingInfrastructure ConfigurationService AssuranceApplication Performance Monitoring & AlertingComputer NetworkingSystem AdministrationProgramming/ScriptingArtificial Intelligence Operations (AIOps)Server ArchitectureCloud ComputingContinuous Integration/Continuous Deployment Automation & OrchestrationSystems IntegrationProject/Programme ManagementIncident ManagementDecision MakingGrowth MindsetInclusive Leadership

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.