I am the Lead Information Technology Infrastructure Library (ITIL) Analyst in the Service Management Team within Mobile Innovation Labs. I support EE Innovation Labs’ Mobile Core Network components – helping our testers, designers, and operations to work together to make EE & BT’s fixed and mobile services the best in the UK. I’m responsible for all aspects of the end- to-end Innovation Labs ITIL processes to ensure continuous service availability for EE customers. I drive and promote continuous improvement initiatives. We are responsible for the ITIL service lifecycle in the mobile side of the business.
Ensuring our products, services and features are fit for purpose, hear from Jelilat Oyetunji as to what her role includes, and her involvement in our Work Ready mentoring programme.
What do you and your team do?
What does your day-to-day role consist of?
My day to day role consists of working with the change and configuration manager to deliver configuration, change and release process’s in line with ITIL standards, working with the defect manager to deliver incident, problem and risk processes in line with ITIL standards, working with the release manager to support a release management lifecycle including scheduling, coordinating and the management of releases, supporting the Continuous Improvement process and discipline, ensuring priority to those that have a customer or commercial benefit, supporting the development of new and existing tools and systems roadmap development, identifying opportunities for further automation, ensure all risk and issues are captured and managed within the Innovation labs Risk Management Process, develop a regular Information and Performance report pack showing progress against the key performance indicators, ensure that practices and processes comply with ISO9001 and support cross functional and cross site communities to work together in order to deliver best in class physical environments, core, access and transport elements, as appropriate, as well as the products and services to protect the customer experience.
What’s exciting about Technology at BT?
Being at the cutting edge of technology and innovation, seeing something going from a concept to a delivered project fascinates me.
Shortly after joining BT, I started work on a project to deliver 5G. Attending meetings, creating reports, and counting down to the go live date was amazing. Being a part of EE, the first network to launch 5G in UK, was a feeling I can’t describe. Now every time someone mentions 5G I smile and remember that I was part of that.
BT’s Simplify initiative came to life through Technology’s strategic goals and transformation agenda. Three areas of Simplify which directly impact my work are Simplify ways of working, Continuous Improvement and Automation.
Simplify ways of working is carried out by learning and practicing agile ways of working. I learn and continue to do so by attending trainings, meetings, and personal study. I now practice agile ways of working in my role and support my team in doing the same. I experienced how this is implemented in the business through the formation of squads and tribes who now deliver products and services in agile ways.
The rollout of continuous improvement practices through training and implementation is an area that I identify with as it’s one of the functions of my role. I lead my team and others in Mobile Innovation Labs to identify and implement continuous improvement. I’m invited to support teams when they face a bottleneck in a process(es)and help discover and implement Continuous Improvement practices with spectacular results in process optimisation.
I see automation happening in my team and in Mobile Innovation Labs. We now view our processes through automation lenses and automate some as not all processes can be automated. We achieve our automation goals by working with the newly created automation team in Mobile Innovation Labs.
What impact does your work have in the business and/or customers?
My work is critical to facilitating the enablement of the rigorous testing of an eventual fit for purpose product, service or feature and ensuring the continuous testing life cycle. I enable and support the testing of all mobile services products and features to enable the timely rollout to our customers.
Are you involved in any volunteering activity?
I volunteer with BT’s Work Ready programme, with BT’s partnership with the FastFutures programme, where I mentor young people, and I was a reverse mentor in BT’s Reverse Mentoring programme.
Before the pandemic I attended a Tech women program at BT Centre, London. I don’t recall the name of the event however it was inspiring to be in the company of women and a few men discussing ways to thrive, succeed and the importance of mentoring in career progression.
BT’s Work Ready programme prepares young people to enter the workforce by showing them how to create an excellent CV, how to ace a job interview, develop skills for their chosen career, and how to work in teams to develop and present an online business to judges.
The program includes a 2- day work experience. I hosted a young person at my office in Borehamwood in February 2020. Her time with me included a tour of the facility and having one-to-one discussions with members of my team and other teams where we showed her some of the activities our roles entail. In two days, she received an overview of activities performed by 10 individuals from various teams.
I recommend the Work Ready programme to young people. It’s normally a two-week face to face program but currently run virtually due to the pandemic.
