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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 the capabilities that underpin BT’s Email and BT Cloud products– this could include delivery of new client and apps version for both the products, new features that make these products the best email and cloud products in the marketplace.

In this role you’ll act as a servant-leader with the ability to lead and motivate cross-functional teams. You will be confident and resilient and thrive in a high paced environment, ensuring the delivery aligns with the needs of the business, with a focus on quality, cost, and operational robustness in support of ensuring all products are 99.99% available to our customer base. You will be instrumental in making the VAS service the best available to our customers.

We are looking for someone who enjoys exploring new technologies, developing new skills, using industry leading development techniques and architecting systems that really matter to our customers. 

What you’ll be doing

• Working within TV/VAS tribe, to ensure consumer email services 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, reactive monitoring and increased 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, kpis, 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 rasing tickets to supplier and security teams as needed to mitigate spam and phishing.
• Continuous improvement of detection and processing of spam, phishing and compromised accounts – find ways to implement better detection and automation of reporting and action by supplier teams.
• Review customer support forums for issues and follow-up.
• Working closely with cross functional teams including OSS-BSS platforms.
• Working with incident managers and necessary teams (key suppliers & other BT Business units) as needed to respond to service and platform incidents to drive effective resolution.
• 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.
• Collaborating with numerous squads across portfolio tribes, from Big Room Planning to regular Scrum of Scrums, aligning dependencies to deliver incremental value from development, test to live.

What you'll bring

Essential:

• Good working experience of DevOps, CI/CD pipelines and the agile frameworks and how to define and deliver product features collaboratively in-order to achieve business outcomes and value.
• Experience in Change Incident and Problem management
• Working knowledge of Scrum, Kanban, Lean and DevOps frameworks, and tools such as Jira, Wiki.
• Data Led analsys so that we are able to quickly spot dependencies and challenges.
• Critical Thinking associated with operatonal and Service management for a Large scale Email platform
• Integration skills by bringing teams / squads together to triage, qualify, RCA and fix issues, in order to provide options and removing blockers to focus on delivering value iteratively.
• Strong communication skills and able 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.

Nice to have: 

• BT Consumer internet based applications and BT Consumers OSS/BSS stack,
• Knowledge of cyber security and security threats and technologies,
• Customer and service orientated
• Ability to work successfully in a dynamic and sometimes ambiguous environment.
• Understanding/appreciation of relevant security & privacy considerations
• Vendor and Supplier Management
• 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