Senior Manager, Data Engineering Service & SRE

Recruiter: Sowmya Reddy

Hiring Manager: Shikha Raghav

Career Grade: C

Internal Closing Date: 16th April, 26

About the role

BT’s vision for Data & AI is to become the market leader in AI‑powered connectivity, solutions, and services. Realizing this vision requires world class engineering with modern data platforms on uplifted engineering practices with accelerated shift to cloud-native, automated, high quality data delivery.

This role is critical to ensuring Data Engineering platforms and services remain stable, predictable and resilient at scale. By leading strong Level 2 operations, reducing incidents and MTTR, and enforcing consistent service management practices, the role protects customer outcomes while enabling engineering teams to stay focused on value delivery.

A core aspect of the role is end‑to‑end service ownership for reporting and insight data—ensuring data is clean, reliable and fit for consumption. This includes taking accountability for data issues as they surface in production, coordinating resolution across the appropriate engineering, platform and domain teams, and driving sustainable fixes rather than repeated remediation.

The role plays a key part in advancing BT’s Data & AI strategy, strengthening production resilience, improving engineering and operational discipline, and accelerating the move towards proactive, data‑driven and increasingly automated service management. By driving consistency, ownership and continuous improvement, the role ensures Data Engineering delivers reliable, consistent operations at scale, while avoiding duplication and inefficiency across the organisation.

What you’ll be doing

• Take accountability as the single team for data reporting issues, ensuring problems are driven to resolution whether they sit within your own ASG teams or require coordination with other domain ASGs.
• Proactively build and maintain strong stakeholder relationships across Data Engineering, CFU, platform, security and peer ASG teams to enable fast, outcome‑focused resolution.
• Remove ambiguity around ownership by clarifying service boundaries, escalation paths and hand‑offs, ensuring issues are not passed around or left unresolved.
• Own Level 2 service operations across on‑prem and GCP cloud data engineering estates, with clear accountability for service reliability and performance.
• Take ownership of incident resolution SLAs, ensuring incidents are managed, escalated and resolved within agreed targets.
• Drive sustained reduction in incidents and Mean Time to Restore (MTTR) through proactive monitoring, automation and operational improvement.
• Ensure ITIL‑aligned service management practices are consistently followed, including incident, problem and change management.
• Lead root cause analysis (RCA) for all major and recurring incidents, ensuring corrective and preventative actions are clearly owned and closed.
• Drive the adoption of AI‑assisted operations (AIOps) to improve anomaly detection, incident triage, root‑cause identification and prediction of service risks.
• Use AI and automation to reduce noise, identify patterns across incidents and defects, and enable more proactive service management.
• Ensure learnings from incidents and AI insights are fed back into monitoring, controls and preventative actions.
• Build and maintain a structured end‑to‑end service and knowledge model, capturing:

          -> Service ownership and boundaries

          -> Data flows and dependencies

          -> Known issues, incidents and root causes

          -> Remediation actions and long‑term fixes

• Ensure this model is kept current, accessible and actively used to speed up issue resolution, reduce dependency on individuals, and strengthen organisational knowledge.
• Own and evolve anomaly detection and proactive monitoring, reducing reactive incident handling.
• Drive automation across service operations, eliminating repeat manual interventions and operational toil.
• Own service dashboards and reporting, providing transparent visibility of service health, SLAs, risks and trends.
• Take accountability for security vulnerability remediation, periodic resilience testing, and certificate lifecycle management across the service estate.

Essential Skills / Experience

• Strong experience leading and transforming service operations in complex technology environments, with a proven ability to drive measurable improvements in stability and MTTR.
• Deep understanding of ITIL‑based service management and practical application in large‑scale, live environments.
• roven experience owning Level 2 operations, including incident reduction, problem management and operational performance improvement.
• Experience implementing SRE principles, monitoring, anomaly detection and observability capabilities.
• Strong experience driving automation within operations, reducing manual effort and repeat incidents.
• Hands‑on understanding of service management and observability tooling, including ServiceNow, Dynatrace or equivalent platforms.
• Ability to use data, dashboards and trend analysis to drive operational decisions and improvements.
• Strong stakeholder management capability, with experience handling escalations and resetting expectations where required.
• Comfortable operating across blurred ownership boundaries, bringing clarity and accountability.
• Story-telling with data: Strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences
• Background or strong working knowledge of data engineering and data platform environments, including data warehousing, reporting and insight delivery.
• Understanding of end‑to‑end data flows, from ingestion and transformation through to reporting, dashboards and downstream consumption.
• Experience supporting reporting and insight platforms in production, with an appreciation for data quality, timeliness, reconciliation and business impact when issues occur.
• Strong working understanding of cloud‑based data platforms, including GCP environments and core data services such as BigQuery, with the ability to operate, support and govern data warehousing and reporting platforms in live, production settings.
• Strong understanding of security and vulnerability management in live service environments, including supporting identification, prioritisation and remediation of vulnerabilities across cloud and data platforms, working in partnership with security and engineering teams.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good.  Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers. 

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country.   Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.

Please note that as per the IJP guidelines for India if you have an active PIP/Disciplinary sanctions then you cannot apply for a role internally for the duration of that sanction. In circumstances when you are in a disciplinary process but the outcome hasn’t been reached or there is an active appeal then you can apply, however, the Offer could be withdrawn if, subsequently, you’re issued with a sanction or your appeal is unsuccessful.
It is the responsibility of an applicant to not apply to IJP in case if they are on an active PIP/ Disciplinary case/ Warnings or sanction. If such an applicant is found to have applied for a role, then, strong disciplinary action will be taken against that applicant