Jeopardy Manager

Job Description

Please note that this role requires colleagues to work in shifts and is based in Budapest OR Debrecen Office ( with hybrid working element to it 3 days from the office and two days from home). Part time applicants are also considered for the role.

Why this job matters

This role is an important control mechanism to identify risks in SLAs and ensure the necessary actions to correct incidents trajectory, removing roadblocks on the incident management cycle targeting on time resolution. It is focused on queue management and SLA risk control.

This role is not a typical incident management role, as this professional will not be accountable for the incident life cycle but will focus on the overall queue and on the necessary corrective actions on tickets at risk of breaching SLA. It is not a crisis management role.

Remark: A jeopardy manager is not an incident manger or duty manager. This professional is focused on driving the queue and performance. Although it is also necessary to trigger escalation processes and push for results this professional does not hold incident management responsibilities.

What you’ll be doing

• Monitoring SLAs ahead of time and prioritize incidents aiming to prevent breaches
• Responsible to drive aged tickets down, identify them and ensure all the necessary actions to get them closed. Monitoring queue performance daily
• Holding daily huddles at the beginning of the day shift with the desk to ensure the priorities are in place to prevent breaches of tickets that are still on target
• Monitoring ticket status and prevent SLA breaches due to incorrect status
• Validating severities and ensure the right priority for all tickets at risk of breaching SLA
• Removing road blockers in a daily basis for all issues preventing quality performance. If necessary, the jeopardy manager should interact with customers and resolver groups to push for results
• Start crisis process and escalation as support to the operation if that is needed in order to drive cases as a facilitator by escalating DMs and resolvers.
• Measuring SLA, MTTR and FCR and drive them in weekly basis
• Monitoring Crane, NGSD queue and Qlik aiming to drive for results and attack the key areas affecting performance
• Responsible for ensuring shift left is applied aiming to speed up resolution

Skills required for the job

Incident Resolution

• Advanced Troubleshooting & Diagnostics is an advantage.
• Provide assistance to the agents in troubleshooting and escalations is mandatory.

Technical Skills

• Measure by quality incident analysis is mandatory.
• As 2nd line it is expected advanced skills to resolve complex issues is an advantage.
• CCNA knowledge is mandatory is an advantage.
• Satellite technologies skills are desirable is an advantage.

Language Skills:

Italian is an 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.

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.