ITIL Professional

Job Description

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Why this job matters

Key Responsibilities (Incident Manager)

The primary responsibility of a Major Incident Manager is to lead and coordinate the response and resolution efforts during major
incidents which significantly impact the business.
Lead and coordinate cross-functional teams involved in the resolution
Communicate effecvely with stakeholders, including Higher Management, business stakeholders, and impacted users
Provide clear and timely updates/notification on the incident status, progress, and expected resolution time
Document all actions taken during the incident response process, including resolution steps and communication records.
Responsible for Creating PIR (post-incident reviews) and submit to Problem management Team
Proactively identify areas for improvement in incident management processes and contribute to the implementation of best practices
Ensure timely and appropriate escalation of incidents as per defined procedures and service level agreements (SLAs).
Responsible for Queue management irrespective of any BT queue
Escalate incidents to higher management and executive teams when required
Responsible for managing Third Party Vendor like Unisys, NG BAILEY and few others
Responsible for Roster/ShiŌ Management which includes ShiŌ Roster and Transport both
Responsible for scrubbing of all DSAT and its remediation
Responsible for Daily, Weekly and Monthly Reports and Calls from Incident and request Management perspective
Responsible for managing/creating the KB articles as per request from management.

What you’ll be doing

1. Supports in the resolution of process and service issues by liaising with different teams, communicating key information to other stakeholders as required.
2. Delivers accurate and timely reporting and related insights in respect of key performance metrics and operational efficiency.
3. Supports incident management, prioritisation and diagnostics, and escalates complex customer issues or incidents to operational managers.
4. Maintains professional relationship with suppliers, customers and internal stakeholders.
5. Carries out the Service Operations initiatives and ensures that services are aligned to the client's business requirements.
6. Executes work in the implementation of tactical strategies and improvement plans.
7. Supports the operational effectiveness of support services and maintains contractual and delivery documentation with accuracy and keeping details up to date.

The skills you’ll need

Information ManagementTechnology ImplementationContinuous ImprovementProblem SolvingChange ManagementService Level Agreement ManagementIT OperationsCloud ComputingCustomer Relationship ManagementTechnical SupportBusiness Process ImprovementEscalation ManagementIncident ManagementDecision MakingGrowth MindsetQuality AssuranceInclusive 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.

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.

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.