Site Reliability Engineering Professional

About the role

Our ambition is to create brilliant, converged services over the best network, aligning across OR&SM (Operational Resilience and Service Management), Digital Operations, Fixed Networks and Mobile Operations.  The Service Now Platform has a unique position in BT by helping all customer facing units and ensuring outstanding customer experience is delivered through our IT, Fixed and Mobile networks, across all our products. 
The SRE role will create, build, and maintain automated deployment pipelines, implement intelligent monitoring and event management solutions, and leverage AIOps capabilities to detect anomalies, anticipate failures, and accelerate incident resolution. Working closely with development, platform engineering, security, and operations teams, the engineer will drive continuous improvement across the software delivery lifecycle, enabling faster and safer releases while maintaining high service reliability.
Key responsibilities include managing CI/CD pipelines, automating infrastructure and operational processes, improving observability through metrics, logs and traces, developing self-healing capabilities, analysing system performance, helping incident and problem management processes, and championing reliability engineering best practices. The role also contributes to cloud platform optimisation, DevSecOps adoption, and the implementation of service level objectives (SLOs), service level indicators (SLIs), and error budgets.

What you’ll be doing

    Actively lead the ServiceNow platforms across BT, proactive monitoring of system health and performance resolution of system defects, delivery of service requests
    Capable for full ownership, innovation, and continuous improvement of operational processes
    Constantly engage with service teams to develop intelligence and maintain a high technical standard and availability of the platform. Fully covering progressive dev/ops methods of working.  
    Decision Making - Gathers information, and analyses different scenarios, assesses alternative resolutions and reaches a decision. 
    Proactively lead on the end-to-end health of the IT services, by using the proactive tools to monitor customer journeys
    Manage incidents and planned outages within a regulated environment
    Design and implement automation for monitoring, remediation, deployments, and operational tasks
    Build and maintain ServiceNow with CI/CD pipelines and enterprise tools
    Support DevOps and SRE adoption across teams
    Deliver on AIOPs initiatives to automate incident resolution and to proactively resolve platform issues

Essential Skills / Experience

    Hold ITIL Foundation or similar certification and confidently display knowledge of incident management practice.
    Understand how incident management connects with change, problem, and other ITIL practices.
    Convey clearly through professional verbal and written updates during incidents and coordination activities.
    Understand diagnostic tools like NetBrain, TSNA, Ansible, ThousandEyes etc. for troubleshooting help.
    Prioritise tasks effectively and collaborate well with internal teams and external partners.
    Demonstrate team management skills that helps engagement, performance, and operational stability.
    Maintain a strong customer‑focused mindset to ensure helpful, timely, and professional service experiences.
    Demonstrate soft skills like proactivity, ownership and flexibility as part of professional maturity.
    Strong experience in SRE, production help, or platform reliability roles

Our Package