Incident Management Professional

Job Description

* Your title Your subtitle -->Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.There are two things that we want to share with anyone considering joining us.Firstly, we ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you re welcome at BT, we really mean it.Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you ll have the chance to discuss smart working and how it might work for the job you are applying for.About this roleWe are in an incredibly competitive industry and it s not just the technology that s important, but the world of promise it creates for our customers. We live and work in a connected world where people want seamless service, great products and the best connectivity there is, as well as continually expecting more and more from us, and rightly so. Technology is BT s powerhouse, with our expert technologists, we have a unique position in BT. By bringing together our technical and commercial expertise, and our insight and passion for customer experience, we help BT stand out from the competition. With the best networks and smart innovative products, combined with a personal experience, it sets us apart from the pack.Innovation drives everything we ve done since BT started in 1846. Coming up with new ideas and developing new technologies is central to our future. We want to improve people s lives for the better in welcome, relevant and affordable ways and we ll be fast to market with an effortless experience to match. We will continue to focus on developing our converged network capabilities which will give customers seamless connectivity. Our skilled people will lead this technological revolution, not only for our customers but for the industry across the Globe, truly making customers our heartbeat.In Technology, we re creating an inclusive working environment where people from all backgrounds can succeed. We value different perspectives, skills and experiences. We re happy to consider ways of working that will mean you can perform at your best.Youll have the following responsibilitiesKey Responsibilities:q Act as Incident Manager on Crises/Major incidents and deliver excellent communications during the lifecycle of a major incident to ensure all client and internal resources (including senior management in both organizations) are kept informed of progress throughout. Ensuring quick and correct assessment of the issue, including identifying the impact to a specific customers and engaging the appropriate resolver team to resolve the issue.The individual is expected to aggressively drive, facilitate and lead the technical resolution of complex q and highly visible technology incidents - ensuring maximum system availability.q The role will be accountable to help improve overall performance around managing, tracking and reporting of incidents and responsible to establish technical & business bridges/conference calls as required and involve all relevant teams/vendors/parties and to take overall ownership of the Incident until resolution.q Owning critical incidents end to end thought-out life cycle of an incident. Recording all the activities in incident till closure.(i.e sending email notifications, Assigning task to resolvers updating incident notes, escalations, updating RFO and correct closing codes).q Managing all escalations from customer/SRM/account team based on ticket Severity/SLA and take appropriate action.q Be aware of all the open P1 and P2 tickets which are in risk.q Evaluate Customer Business Impact: High impact on customer satisfaction and retention based on the customer experience. Due to time-sensitive nature of the work, potential for financial impact to the company associated with SLA penalties.q Escalate to maintainers, suppliers and BT teams on the right time when the problem is not been solved.q Support the NOC agents proactively.q Progress review Ensure tickets are being resolved/worked accordingly.q Keep process and customer documentation updated and organized.q Do regular ticket analysis check the resolution, the process compliance and the communication quality.q Be sure to complete a clear, concise handover daily to ensure your peers are aware of change and incidents on to go.q Maintain customer relationship and keep customer focus at all times.q To maintain a helpful and personable approach in all dealings within the team.q To promote good team spirit. Youll have the following skills & experience Skills/Experience: q Exceptional and personable written/oral communication skills with the ability to effectively interact with Sr. Mgt and other vendor teams.q Communicate confidently and assertively with different management layers as required.q Strong Incident management skills, including the ability to own and manage multiple incidents simultaneously, lead a cooperative effort among members of a team to react to an incident and resolve to customers/business satisfaction.q Proven track record in facilitating the resolution of complex, mission critical problems in high availability systems with a strong customer focus.q Technical background and strong understanding of BT Products and Resolver Groups.q Strong analytical & problem solving skills.q Strong understanding of the ITIL framework and Service Management tools is desired.q Ability to coordinate a large group of technical contributors during high priority incident and retain control of a fast-paced major incident bridge callq Ability to challenge information if the response does not fit the situation Qualifications : q CCNA certified. q Graduate with minimum of 5+ years of professional experience within technical/telecom domain/ environment.q Solid understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework COVID-19 Notice : We ve changed our recruitment process so that we can continue to offer exciting opportunities in BT. We ve moved to virtual hiring until further notice - which includes video interviews and virtual onboarding, to make sure that we maintain candidate and employee safetyAbout BTBT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.Were now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And were on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.So, if youre interested in the power of potential, why not join us today and release yours You can read more here about what its like to work at BTHow to ApplyIts easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Dont worry if you need to make changes - youll have the opportunity to review and edit your work on the final page. We look forward to receiving your application, *.

Keyskills :
customer focussenior managementmanagement skills