PAN BT - Major Incident Member

Job Description

Why this role matters

The MIM controller role is to support the implementation of the overall service strategy

• To maintain quality across MIM functions, specifically:

o Detect service impacting or potentially service impacting issues

o Manage the resolution of these incidents

o Clearly communicate out to the business the incident impact and path to service restoration

• Accountable for driving own personal development, training and skills required through use of accredited learning paths

• Provide the interface into the senior customer and technology facing teams. This will include the Technology CEO, Director of Service, CIO team, Platform leads, and Infrastructure leads.

• Continuous Improvement – embrace a culture of continuous improvement across the wider incident management team. A culture where the customer is at heart of everything we deliver and that the whole team is engaged in improving what we do while driving out the waste.

• Fulfil the role of service and incident escalation in line with the agreed process. This will include out of hours escalations via the agreed callout rota.

Contribute to the Post Incident Review process in order to clearly articulate ‘Aggravating factors’ and opportunities for improvement. Focus on the key MIM principles of detect, communicate and restore service.

This role is based in Ipswich and our hybrid working model means you are expected to be in the office 3 days per week.

Key Responsibilities and experience

Key responsibilities include;

• To drive network incidents focusing on speed of detection and service restoration.

• To provide clear, compliant communication out to our customers both internal and external to BT.

• To maintain an ITIL standard at all times that complies with statutory controls.

• Demonstrate and champion the Personal, Simple, Brilliant ethos across the incident management process.

• Stakeholder Management – work with colleagues across BT/EE and represent unit interests by driving a service obsessed mentality.

Experience - Required

• Experience of managing customer service impacting core network failures.

• Experience in complex problems analysis and identify root causes of major incidents.

• Incident Management Processes: Familiarity with incident management frameworks (e.g., ITIL), incident prioritisation, escalation procedures, and communication protocols.

• Interpersonal communication at different levels and collaboration with other teams.

• Ability to remain calm under pressure, demonstrate command and control, and make decisions.

• Handle multiple incidents, prioritising tasks based on urgency, time, and resource allocation.

• Domonstrate a mindset of continuous improvement, looking for ways to enhance incident response processes, reduce recurrence of incidents, and implement preventive measures.

Preferred

• ITIL Foundation qualification

• In depth knowledge of BT Core networks

• Knowledge of BT customer markets

• Understanding of regulatory commitments, quality processes

Benefits

• Career progression opportunities

• BT Pension scheme: minimum 5% employee contribution, 10% BT contribution

• 22 days annual leave (excluding bank holidays), increasing with service

• Health & Wellbeing support team – EAP, Mental Health, Occupational Health, Physiotherapy

• Huge range of flexible benefits (cycle to work, healthcare, season ticket loan)

• Option to join BT Shares Saving schemes

• Discounted broadband, mobile, and TV packages

• Access to 100's of retail discounts including EE and BT Shop

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

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.