Experience Inc. Jobs

SRE and Service Manager

Job Req ID: 36410

Posting Date: 27 Aug 2024

Function: Software Engineering

Unit: Digital

Location:

Sovereign Street, Leeds, United Kingdom

Salary: Competitive

Location

This role is based at our Leeds digital hub. We have a hybrid working model of 3 days together, 2 days wherever.

Why this job matters

Building great software to delivery amazing experiences to customers and colleagues is what BT Digital is all about. Our software engineers need brilliant tools and platforms that help them do their job, whilst protecting BT and our customers.

The Engineering Tools and Platforms teams this role leads, own and deliver the full suite of SDLC tools to enable modern CI/CD and DevSecOps practices across BT Group.

This role leads the team that directly face into the 1000s of engineers and other users that make use of these tools. The team covers a developer centric ‘service desk’, 1st line 24x7 operations and support and a small number of SREs that drive a culture of improvement and optimisation. You’ll be working alongside engineering teams that build and release different tools supporting engineers and our platform engineering team.

What you’ll be doing

• Leadership : Lead a team of BT and partner engineers & analysts responsible for ensuring reliable, efficient and secure systems and delivery of end-to-end service journeys to internal customers.

• Strategy Development : Develop and implement strategies for effective and proactive monitoring and observability.

• GenAI and AIOps : Leverage GenAI and AIOps to enhance system monitoring and observability, predict issues, and automate responses.

• Patterns and Principles : Establishing best practices, patterns, and guidelines , ensuring consistency and driving re-use in SRE – both in your team and across the wider SRE community.

• Performance & Availability : Ensure the health, performance, and reliability of IT systems and applications against SLOs, through effective capacity and availability management.

• Incident & Problem Management : Oversee incident management process, ensure quick resolution of issues, and minimise downtime. Act as a BT escalation point for partners providing 24x7. Ensure effective, tested, DR and BCP.

• Continuous Improvement : Continually improve processes and tools for more efficient monitoring, faster issue detection, and better system visibility.

• Collaboration : Collaborate with other teams to ensure best practices and smooth functioning of systems.

• Reporting : Regularly report on the status of IT systems, application performance, and team performance.

• Team Development : Foster a culture of continuous learning and improvement within the team, and manage team performance and growth.

• Incubate Ideas : Encouraging innovation and identifying emerging technologies; evaluating their potential impact on quality processes.

• Time Management : Handling multiple tasks efficiently, with effective time management. Prioritising incidents, requests, and changes, to ensure smooth service delivery.

• Post Implementation review and actions : you will be responsible for conducting PIR’s post emerging issues and direct any resultant actions to closure.

• Problem Record management : proactively manage problem records, to provide root cause fixes.

This role is crucial in maintaining the robustness of a suite of engineering & DevOps tools and ensuring a seamless developer experience across 1000s of users.

Skills and Experiences

• Hands on experience with/leading teams with experience in:

• DevOps tooling such as Puppet/Ansible, shell scripting, git, etc.

• CI/CD both pipelines and the software that runs them

• Public Cloud design principles

• Innovating with open source software to create production services

• Experience of providing services to other engineers/developers a bonus.

• Infrastructure management, with a focus on Linux and AWS.

• Building/tuning observability and monitoring

• Expertise on application security including authentication, authorization, encryption and security testing.

• Database management, e.g. PostgreSQL and AWS RDS.

• IT Service Delivery: Must have experience of ITIL and delivery of IT service – both reactive (e.g. Incident) and proactive (e.g. Capacity), including related skills such as troubleshooting, leading major incident calls, etc. A strong focus on effective problem management to irradicate recurring incidents.

• SRE: Experience of adopting and moving towards SRE as a methodology for IT Service Management (desirable)

• Leadership: Proven experience in leading and managing technical teams. Ability to inspire and motivate team members.

• Strategic Thinking: Ability to develop and implement effective strategies for monitoring and observability.

• Project Management: Experience in managing projects, meeting deadlines, and delivering under pressure.

• Continuous Learning: Commitment to staying updated with the latest trends and advancements in technology and service delivery.

• Customer Focus: Understanding of (internal) customer needs and ability to align team’s work with customer requirements.

• Customer Service: Strong customer service skills are essential for addressing user inquiries and resolving issues effectively.

These skills will enable the successful candidate to lead the team effectively, drive innovation in monitoring and observability.

Benefits

• Annual On target bonus 10% (personal and company multipliers)

• BT Pension scheme; minimum 5% employee contribution, BT contribution 10%

• Life Assurance

• Direct share scheme

• Exclusive colleague discounts on our latest and greatest BT broadband packages

• 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans

• My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers

• Discounted EE TV including TNT Sport and the NOW Entertainment membership

• Great support for working parents including pay whilst on maternity, adoptive, and paternity leave

• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.

• 25 days annual leave (not including bank holidays), increasing with service with buy holiday option

• Volunteering days so you can give back to your local community

• Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’

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.

#HJ24

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

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.