Incident Manager

Job Description

Location: Budapest

PLEASE NOTE, THIS IS A PART TIME/ FULL TIME POSITION, AND THE WORKING PATTERN IS 24/7. Fluency in German is essential to be considered for this role.

Why this job matters

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.

What you’ll be doing

• Provide business impact updates to stakeholders and leadership as required (in verbal and written form).
• Prepare customer facing communications for status updates and incident reports, Collect relevant incident related information and its timeline.
• Manage updates to tickets on SNOW within stablished SLAs.
• Capture Incident details and update all necessary tools and documents.
• Provide required notifications and updates on all Business Critical Incidents within established service levels.
• Participate in Post Mortem meetings and work with Problem/ Change Managers and other stakeholders to drive technical teams to define root cause.
• Coordinate with support leaders and technical experts to ensure swift resolution of Business Critical Incidents.
• Manage vendors / suppliers – ensuring they are operating within SLA, driving third parties to assist in troubleshooting and restoration of service.
• The individual should be able to act as a team lead when performing within the function, collaborating with the wider BT team, and taking initiative.
• The Incident Manager role is expected to use business/technology knowledge to rapidly execute the Incident Management process for all incidents to mitigate impact and reduce the Mean Time to Restore Service.
• Initiate and lead Business Critical Incident Management calls (Bridge calls), gathering required resources to remediate the issue as quickly as possible.
• Aid troubleshooting – asking obvious questions to technical engineers to aid service restoration.
• Provide business impact updates to stakeholders and leadership as required (in verbal and written form).
• Prepare customer facing communications for status updates and incident reports, Collect relevant incident related information and its timeline.
• Manage updates to tickets on SNOW within stablished SLAs.
• Capture Incident details and update all necessary tools and documents.
• Provide required notifications and updates on all Business Critical Incidents within established service levels.
• Participate in Post Mortem meetings and work with Problem/ Change Managers and other stakeholders to drive technical teams to define root cause.
• Coordinate with support leaders and technical experts to ensure swift resolution of Business Critical Incidents.
• Manage vendors / suppliers – ensuring they are operating within SLA, driving third parties to assist in troubleshooting and restoration of service.
• The individual should be able to act as a team lead when performing within the function, collaborating with the wider BT team, and taking initiative.
• The Incident Manager role is expected to use business/technology knowledge to rapidly execute the Incident Management process for all incidents to mitigate impact and reduce the Mean Time to Restore Service.
  

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

Soft skills:

• Ability to meet the customers’ needs in line with the business requirements
• Focusing on the objectives and the required outcomes of the processes during delivering a service
• Working with a cooperative and positive attitude in a group settings to achieve common goals
• The ability to convey information to someone effectively and efficiently while creating a good first impression and engaging the audience
• Ability to comprehend and to systematically organize the various aspects of a problem or situation
• Taking the responsibility and takes care of the consequences of making a decision
• Acting in advance of a future situation, e.g. making things happen, putting energy to solve the situation

Professional skills:

• At least 3 years in tele/data communications environment
• At least 2 years in Escalation incident Manager Role
• Good understanding of Network Solution (voice/Data)
• Excellent customer care skills

Language skills:

• English on a fluent level
• German on a fluent level

The skills you’ll need

TroubleshootingCustomer ServiceEscalation ManagementContinuous ImprovementHealth & SafetyNetwork DeliveryNetwork SecurityNetwork TestingNetwork ConfigurationTechnical DocumentationNetwork IntegrationNetwork ImplementationRequirements ManagementIncident ManagementEvent PlanningDecision MakingGrowth MindsetInclusive Leadership

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.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

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.

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.