Jeopardy Manager

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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.

Key Responsibilities

• 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 this role

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.

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.