Major Incident Manager Specialist

Recruiter: Aparajita

Hiring Manager: Shahnawaz Salam

Level:D

Major Incident Manager Specialist: 61090

About the role:

The Major Incident Manager plays a pivotal role within International Managed Services (IMS), acting as a critical safeguard for the organization’s most important customer contracts and services. Operating as part of a highly experienced team, this role ensures that major incidents are responded to swiftly, effectively, and with the right level of control to minimize business disruption.

Incidents within the IMS estate can have global impact, attracting attention not only internally but also externally—from the media, public sector bodies, and major corporate customers. In such high-profile situations, the Major Incident Manager serves as the central point of coordination, ensuring that technical teams, vendors, and stakeholders are aligned and focused on rapid service restoration.

This role is essential in maintaining trust at the highest levels, requiring direct engagement with senior stakeholders both within the organization and across customer leadership teams. Through clear communication, decisive leadership, and expert knowledge of processes and services, the Major Incident Manager helps protect the organization’s reputation during critical moments.

As the final line of defence for International Managed Services, the role carries significant commercial responsibility. It directly influences customer satisfaction, contract retention, and key performance metrics such as Net Promoter Score (NPS). By ensuring effective incident resolution and driving continuous improvement, the Major Incident Manager not only mitigates immediate risks but also strengthens long-term service resilience and customer confidence.

Role Accountabilities

• Take full accountability for managing Major Incidents on a 24x7 basis, lead bridge calls and provide command
• Lead and deliver clear, timely communication to stakeholders, including senior leadership up to executive/CEO level.
• Act as the central point of contact between business stakeholders and technical resolver groups.

• Ensure effective collaboration across different business units to maintain service continuity and protect organizational reputation.
• Manage crisis situations including security incidents, large-scale outages, and other emergency events.
• Engage all necessary technical specialists and vendors to restore mission critical services.
• Responsible to create and deliver legally cleared commercially sensitive Post Incident Reviews ensuring the protection of the BT Brand and avoiding eventual financial implications following court proceedings initiated by customers.
• Represents BT Global during pan-BT, security, civil, TARG, NEAT, customer and industrial action emergencies, serving as an interface between executive stakeholders and resolver teams.
• Drive continuous improvement in incident management processes and service resilience.

Skills and experiences needed:

• Stakeholder management: Strong ability to collaborate with senior internal stakeholders and engage effectively with customer executives (e.g., CIO/CEO level) during major incidents, ensuring clear, confident, and business-focused communication..
• Leadership capability: able to manage an operation during a crisis situation with high profile mission critical customers.
• ITIL Expertise: Good to expert-level understanding of ITIL frameworks, particularly Incident, Problem, and Change Management processes, with the ability to apply best practices in real-time scenarios
• Problem management: Strong problem-solving skills with the ability to analyze complex incidents, understand root causes, and apply structured methodologies to drive effective resolution and prevention.
• Continuous improvement: Ability to identify trends and improvement opportunities following major incidents, driving process simplification, service resilience, and prevention of recurring issues.

• IT processes & procedures: specialist knowledge and understanding required

Technical skills: Solid understanding of BT IT infrastructure, products, and platforms, including how systems interact, enabling effective coordination with technical teams and informed decision-making during incidents.

About the role

The Network Engineering Specialist undertakes engineering activities that contributes towards the delivery of client technical requirements, deploying optimal networking and connectivity solutions that enable clients and the enterprise to achieve their operational and business goals.

What you’ll be doing

1. Undertakes routine daily activities and is accountable for system design, build, testing, validation, maintenance, and ongoing support of all network infrastructure components.
2. Undertakes the implementation of new and enhanced network technology that aligns to customers' strategic direction for enterprise and remote site connectivity.
3. Maintains standards for global network infrastructure, including wireless, LAN and SD-WAN networks and connectivity.
4. Manages the installation, testing, and setup of new network hardware both physical and virtual (firewalls, routers, switching, monitoring) hardware and software.
5. Executes engineering efforts to ensue currency and supportability of networking technology.
6. Participates in technology lifecycle planning, including contributing to the development of the technology roadmaps and Network Health Assessments.
7. Delivers the required documentation, knowledge transfer and training to successfully land new solutions into the support organisation.
8. Delivers support for clients with data protection and overarching cloud capabilities.
9. Drives the implementation of core and cloud infrastructure security to manage risks and exposure.
10. Provides support for problem escalations from the global network support organisation.
11. Drives impact with a range of customer, operational, project or service activities within the Network Engineering team and other related teams.
12. Mentors other Engineering professionals, helping to improve the team's abilities by acting as a technical resource.
13. Champions, continuously develops and shares with team knowledge on emerging trends and changes in Network Engineering.

Essential Skills / Experience

Desirable Skills / Experience

Our Package

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.