Duty Management Professional

Job Description

Job Req ID: 40644

Posting Date: 05/11/2024

Function: Service

Location: Budapest or Debrecen

PLEASE NOTE, THIS IS A FULL TIME POSITION, AND THE WORKING PATTERN IS 24/7

Be part of a challenging, diverse and multicultural environment that gives you the opportunity to grow personally and professionally by interacting in daily basis with various of our business partners and colleagues. Lead, organize, coordinate and help to deliver the service that meet our customer expectations.

As Duty Management Professional you will be working with stakeholders across the globe. Responsibilities include, troubleshooting and taking ownership incident management for BT. This is an exciting opportunity to build customer relationships and customer satisfaction.

Key Responsibilities

• Act as an incident manager on crisis/major/critical incidents. Notifications must be delivered on timely manner.
• Lead and attend bridge calls, narrowing down the root cause and driving incidents to resolution.
• Answer escalation requests via both e-mail and phone, make the escalations visible.
• Evaluate the business impact with customers, customer satisfaction and retention are key.
• Take ownership of escalated incidents and coordinate the internal resolvers to resolution.
• Ensure that customers are informed during the life cycle of escalated incidents.
• Utilize the available escalation matrix for maintainers, 3rd parties, suppliers and internal resolvers in case the resolution isn’t delivered on time.
• Assist team managers with overseeing the standard day-to-day operations, ensure that agents are available and online in the system according to the schedule.
• Coach the agents based on ticket analysis and if necessary, provide an input on the development plan for global service desks.

This role will suit you if you have the following skills:

Soft skills:

• Ability to meet the customers’ needs in line with business requirements
• Ability to find the root cause of problems and focus on quick and effective resolution
• Focusing on objectives and required outcome of processes
• Excellent communication and customer care skills - Communicating efficiently while adapting to your audience and get clear message across

Professional skills:

• At least 3 years of experience in IT environment
• At least 1 year of experience in escalation/incident management
• Basic understanding of networking technologies WAN/MPLS/LAN/WLAN/Voice is a must

Language skills:

• English on a fluent level is a must
• Spanish/Portuguese/Italian/French/German on conversational level is advantage

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.