Incident Management Professional

Job Description

Why this job matters

The role is doing end to end Incident Management for Voice issues for Legacy and CCaaS solutions, is customer focused, and able to manage customer expectations while adhering to the SLA/KPI defined.

What you’ll be doing

Excellent communication and interpersonal skills are essential.
Proficient in time management to handle multiple tasks efficiently.
Experience in L2 support and incident management within voice and contact center environments.
Basic knowledge of supporting inbound and outbound-related issues.
Ability to identify and address performance issues, collaborate with teams, and ensure service level agreements and project objectives are met.
Previous experience with voice and contact center technologies, including Inbound, Outbound Contact Server, and SBCs (AudioCodes).
Capability in handling escalated issues related to VOIP and contact centers.
Experience in coordinating multiple resolver groups.
Comfortable working in a support environment.
Sound knowledge of cloud contact center environments, SIP servers, AudioCodes SBC, and E1/T1 channels.
Proficient in incident management processes and procedures.
Oversee the end-to-end management of incidents, from initial detection through to resolution and closure.
Act as the primary point of contact for all incident-related communication, ensuring timely and accurate updates to stakeholders.
Coordinate with internal teams and external vendors to troubleshoot and resolve incidents within defined service level agreements (SLAs).
Implement and maintain incident management processes and procedures to ensure consistency and effectiveness.
Analyze incident trends and root causes to identify opportunities for improvement and prevent recurrence.
Conduct post-incident reviews to capture lessons learned and implement corrective actions as necessary.

Skills

Typically engineering/science degree.
Good network support knowledge and experience, customer focussed and good customer service skills.
Good knowledge of Contact Center as a solution, specially genesys cloud.
At least 4 or more no. years professional experience within Cisco IPT environment.
Hands on experience on Genesys (CCaaS) would be added advantage.
Having Good Knowledge on CUCM, Gateways, Unity and UCCX Platforms.

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

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.