Service Reliability Engineer

As part of the LLOYDS BANKING GROUP team, the Service Reliability Engineer (SRE) is aligned to Change Implementations in a 24*7 environment specially to Customer’s Network. Changes are totally aligned to ITIL framework & must follow all the required standards.

There are strict SLA’s for delivery & we are bound to follow the same to ensure the network runs without disruptions.

This Role also gives an opportunity to review all Changes (Data/Voice/Security) which are Medium or High Risk Category.

Monitor and review the Customer DNS change mailbox for DNS requests. Ensure internal change requests are raised for change progression whilst following strict change procedures. Liaise with customer Project Teams, to formulate Customer change requirements and negotiate change windows. Preparation of DNS changes, using the DNS system provided by the customer. Validate, verify and design approve DNS changes. Deploy DNS changes meeting Customer change restrictions and change windows. Update change system with change success criterion. Take ownership, advice and liaise with the BT team of any Severity 1/2 incidents. Maintain Problem actions and tasks to comply with SLAs and KPIs liaising with key stakeholders in BT e.g. Incident management, customer engineers etc. Jeopardy management, potential SLA breaches via the formal escalation process including timely communication to senior management. Monitor Team shared mailbox and reply in a timely manner. Communicate clearly both within BT and our customer via email or telephone when required.