BT Incident Manager in Debrecen, Hungary

The Specifics:

The Team:

Contract Type: Permanent

Work Schedule: Extended working hours

Home office opportunity: Yes, depending on further agreement

What you'll be doing:

As Incident Manager, you will be in charge of:

  • Facilitating, Coordinating and driving technical support during critical incidents to achieve resolution of service disruption as quickly as possible to minimize impact to BT and its customers

  • Leading technical bridge calls, engagement and orchestration of all required resources (internal and external) towards incident resolution with permanent fix always possible workaround

  • Aid troubleshooting - asking obvious questions to technical engineers to aid service restoration

  • Managing vendors/suppliers - ensuring they are operating within SLA, driving third parties to assist in troubleshooting and restoration service

  • Managing client ans internal stakeholder communications, keeping them informed about incident progress and next steps

  • Supporting the reporting and service management team on RCA process/service improvement to improve and ensure accuracy

  • Working with other GCS/BT Teams to ensure incident fault fix are as quick and smooth as possible

We'll also need to see these on your CV:

Soft skills:

  • Ability to meet the customers’ needs in line with the business requirements

  • Focusing on the objectives and the required outcomes of the processes during delivering a service

Professional skills:

  • Graduate with minimum of 6 years of professional experience within technical/telecom industry, preferably in Network Operations Center environment

  • Solid understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework

  • Cisco cerification is an advantage

Language skills:

Find out more about the most attractive service centre of Hungary

Our efforts to become a really good place to work have been honored with the following awards:

  • Most attractive employer, SSC sector (2017)

  • Family-friendly Company (2012, 2014, 2016)

  • Best University-Business cooperation of the year in CEE (2017)

  • Best SSC in CEE region (2016)

  • Best Shared Service of Excellence in Hungary (2015)

  • Diversity Ambassador Employer (2015)

Create and submit your application by clicking the Apply Online button below, or find a better match from our live vacancies for you!

Job: Customer Service and Contact Centres

Title: Incident Manager

Location: Hungary-Debrecen

Requisition ID: 74359