BT Especialista de Operações e Serviços - Duty Manager in Sao Paulo, Brazil

ROLE TITLE: Especialista de Operações e Serviços - Duty Manager/Incident Manager

LOCATION: Hortolandia, SP Brasil

The Especialista de Operações e Serviços - 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.

Key Objectives:

  • 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.


  • 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.

- REQUIRED: Bi-lingual Portuguese / English.

  • DESIRED: Bi-lingual Portuguese / Spanish.

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.

We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

Job: Customer Service and Contact Centres

Title: Especialista de Operações e Serviços - Duty Manager

Location: Brazil-Sao Paulo-Sao Paulo

Requisition ID: 97171