Bt Enterprise Sre

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There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

**About this role**

Working in this role you will play a critical part in the operation of the BT Enterprise SRE function. In Enterprise Site Reliability Engineering (SRE) we adopt a software engineering approach to IT operations to improve the availability and reliability of BT Enterprise products and services and to minimize service disruption to the business through proactive identification, prioritisation and impact assessment of faults/incidents. Ensures day to day availability and stability of service to maintain trading capability for CFUs through effective ITIL practices

Working as part of a team of highly skilled specialists, you will play a vital role in creating capabilities that enable the SRE function to deliver its commitments across Enterprise business Unit. Will work closely with the Engineering, Delivery, QA and Service Assurance team to ensure live systems are fully monitored and always on for trading.

**You'll have the following responsibilities**
- Deliver excellent customer service through ownership, innovation and continuous improvement of operational processes.
- Engage service teams to develop service intelligence to maintain a high technical standard delivering MIS and service insight, embracing iterative dev/ops methods of working
- Proactively lead on the E2E health of the CFU services by using the proactive tools to monitor customer journeys
- Communicate incident and planned outages to stakeholders and external communications providers in a regulated environment
- Lead design and build of detective controls to support Statutory audit controls
- Maintain and implement ITIL processes at all times to comply with statutory and regulatory controls
- Helping to Define & Drive Transformation Opportunities
- Identifying Automation, Tooling & Monitoring opportunities across the Delivery Unit.
- Lead on reporting of service metrics
- Manage successful launch of critical Enterprise products & services
- Assists with planning and monitoring of all activities, from scoping to live, to ensure agreed scope and benefits are delivered in a contained project.
- Reviews own work and peers’ outputs to contribute to identify and flag errors or potential issues ahead of launch.
- Run the Change control process for all BT Enterprise apps
- Manage deployment to live working with ASG teams
- Running the local change management process in SNOW
- Manage change blackout windows
- Run senior comms on major and minor release weekends
- Run quality gates for the final say on all deployments to production
- Influence other teams across the business in best practice around managing live systems, fixing issues with sustainable fixes, driving automation to reduce main TOIL.
- Lead small team of FTE and partner folks to deliver benefits of SRE.

**You'll have the following skills & experience**

Skills required for the job
- Operational Experience: Front line experience of owning & driving incident resolution activities to restore service quickly and effectively in order to minimise business impact to all CFUs and external customers
- Stakeholder Management: Owns relationships at an operational level with CFU stakeholders and technical escalation points & be able to articulate complex problems to a senior manager/director audience
- Business Improvement: Experienced in driving performance and process improvements using data analysis and structured problem-solving techniques to address the root cause of failures.
- Product Skills: Possess a technical and service knowledge of CFU products & service journeys and the technologies that underpins them
- Continuous Improvement: Skills in using business improvement processes to continually improve processes, anticipate risks and blockers
- Time Management: Strong time management skills in management of own processes and a wider matrix managed team.

Experience you would be expected to have

MANDATORY
- ITIL Foundation qualification & confident of the ITIL model and handoffs
- Matrix management of technical teams, partners and suppliers during high priority incidents and change activities
- Operational front-line experience of BT’s critical IT and Network Services (internal and external)

PREFERRED
- Experience in challenging technical platform teams during incidents, change, problem and service improv