VAS DevOps Engineer (1 Braham Street, London, United Kingdom)

VAS DevOps Engineer (1 Braham Street, London, United Kingdom)

Working Style: Hybrid- 3 days a week in office, 2 days from anywhere

Why this job matters

We have made the shift from shorter-lived Project teams to long-running Product teams that work in agile ways to rapidly deliver business value. We structure our delivery activities around products and business outcomes (in this case our Consumer VAS Products and Services), and we refer to these virtual teams as a ‘Tribe’.
The Tribe is accountable for delivering Value Added Services in this case capabilities that underpin BT’s Email platform. Role holder will be part of the DevOps team working on operational, security, automation and testing aspects of the BT Email platform,

What you’ll be doing

• Working within TV/VAS tribe, to ensure consumer BT email services (@btinternet.com) are running effectively for customers, support agents, business and product needs.
• Enhancing monitoring capabilities using tools such as Synthmon, Splunk, autocallout/Netcool and supplier capabilities driving better proactive and reactive monitoring, increasing automation to minimise manual effort.
• Understanding releases and changes coming through pipeline, contributing to design, development, testing and release to ensure service and operational aspects are fully catered for – especially monitoring, KPI’s, customer and agent impact
• Management of tickets on postmaster function – processing tickets and ensuring escalations dealt with and backlog kept to a minimum
• Management of phishing/spam/compromised account investigations – proactively raising tickets to supplier and security teams as needed to mitigate spam and phishing.
• Review customer support forums for issues and follow-up,
• Working closely with cross functional teams including OSS-BSS platforms,
• Postholders will be expected to be on callout rota to support OOH incidents.
• Run and contribute to PIR (post incident reviews) to ensure P1 and P2 incidents are analysed for future improvements, learning, prevention of re-ocurrence
• Calculate and record incident impacts on customer services
• Assist in tracking supplier performance and KPIs
• Assist with complex single user cases working with supplier, digital teams, forum teams, 2nd line email specialist support or HLC/ELC/Marvel teams
• Help develop and maintain knowledge base on email service for wider team

What you'll bring

Required:

• Data Led analysis to identify dependencies and challenges.
• Critical Thinking associated with operational and Service management for a Large scale Email platform
• Experience in Change Incident and Problem management
• Integration skills by bringing teams / squads together to triage, qualify, RCA and fix issues.
• Strong communication skills and ability to translate complex topics into simple and meaningful messages.
• Ability to implement and manage monitoring solutions.
• Awareness of apps, on-prem, cloud technologies and any other associated technologies required to underpin an email and a storage based product hosted in the cloud.
• Good working experience of DevOps and agile frameworks

Desirable:

• Experience in Consumer internet based applications and OSS/BSS stack.
• Knowledge of cyber security
• Customer and service orientated
• Ability to work successfully in a dynamic and sometimes ambiguous environment.
• Understanding/appreciation of relevant security & privacy considerations
• Experience of Automation technologies and Load, Performance and Capacity monitoring

What's in it for you

• 10% on target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• Life Assurance Cover
• Exclusive colleague discounts on our latest and greatest BT broadband packages, BT TV with TNT Sports and NOW Entertainment
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
• 25 days annual leave (not including bank holidays), increasing with service
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes

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.