BT Especialista de Operações e Serviços (Complex Team Manager) in Sao Paulo, Brazil

Especialista de Operações e Serviços (Duty Manager)


Why this role matters

The Duty Manager/Incident Manager is responsible for 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. The worker is also responsible for leading technical bridge calls, engagement and orchestration of all required resources (internal and external) towards incident resolution with permanent fix always possible or workaround.

What you’ll be doing

Aid troubleshooting – asking obvious questions to technical engineers to aid service restoration

Manage vendors / suppliers – ensuring they are operating within SLA, driving third parties to assist in troubleshooting and restoration of service

Manage client and internal stakeholder communications, keeping them informed about incident progress and next steps

The individual should be able to act as a team lead when performing within the function, collaborating with the wider BT team and taking initiative.

Escalate as the Support teams need additional support from leadership

Manage workload and progress new work without the need for supervision or prompting

Maintain Change performance at or above contract SLA

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

  • 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 certifications a plus

  • Bilingual in Portuguese and English

Location: The professional should work on site in Hotolândia-SP

BT is an equal opportunities employer. We welcome applications from all sections of the community regardless of race or ethnic origin, gender, gender identity, gender expression, religion/belief, disability, marital or civil partnership status, age, sexual orientation or caring responsibilities.

A BT é uma empresa que prima pela igualdade de oportunidade. Aceitamos candidaturas as nossas vagas independentemente de raça, etnia, sexo, opção sexual, religião, deficiência, idade e/ou estado civil.


Job: Customer Service and Contact Centres

Title: Especialista de Operações e Serviços (Complex Team Manager)

Location: Brazil-Sao Paulo-Sao Paulo

Requisition ID: 73259