BT Global Major incident Manager in Brazil

Global Major Incident Manager

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

The MIM 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 MIM 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

  • Aggressively drive incident resolution – standing up the service by collaborating with your peers

  • 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

  • Collect relevant incident related information and its timeline

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

  • Manage updates in ticketing systems within stablished SLAs

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

  • 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.

  • The MIM should be looking to upskill themselves in the technologies used on the account by working with peers and self-study.

  • It is expected that the individual will check their emails and telephones daily at this grade – being up to speed with developing issues and supporting their team with advice.

  • The MIM will have a higher understanding of the technologies used for the customer and be able to demonstrate a clear difference between this and other grades within the team.

  • The Major Incident Manager role is expected to use business/technology knowledge to rapidly execute the Incident Management process for all Major incidents in order to mitigate impact and reduce the Mean Time to Restore Service, including:

  • Attend customer calls as required to support live incidents and provide technical support to Service Desk teams

  • Establishing the capabilities to resolve the incident and restore service as rapidly as possible and driving all activities related to resolving the issue.

  • Ensuring that the appropriate communications are sent to senior management and other stakeholders, keeping them advised of the incident resolution progress and of the client impact.

  • Help manage escalation notification and rapid communications to all senior executives and stakeholders across the company

  • Make decisions required to reduce client impact.

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

  • Escalate as the Support teams need additional support from leadership

  • If no existing solution from the past is located, resolution is developed and implemented and the root cause analysis is conducted

  • Incident closure - the resolution is documented and incident is closed by providing the end-status of the incident.

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

  • To protect our customers’ service through vigilance and adherence to Change policy, ensuring correct planning and governance is in place.

  • Responsible for ensuring scoped changes are completed to time to avoid breach in SLA.

  • Be sure to complete a clear, concise handover daily to ensure your peers are aware of change and incidents on to go

  • Maintain Change performance at or above contract SLA

  • Maintain customer relationship and keep customer focus at all times

  • To maintain a helpful and personable approach in all dealings within the team

  • To promote good team spirit

  • Challenge any inadequate or incorrect technical queries

  • Identify personal upskilling requirements and maintain Personal Development Plans

  • Participate in virtual teams across the business working to a common objective encouraging a strong customer focus, delivery of results, a team ethos and positive approach.

  • The post holder will understand the regulatory, fair trading and competition rules relating to the job sufficiently to be able to comply with them, relying on personal knowledge or on the ability to recognise the need for specialist support. Adherence to BT/MPS /Government Security Standards.

  • This role is responsible for understanding BT’s line of business including customer segment and developing a solid understanding of the applications and infrastructure supporting the business

  • The Incident Manager is responsible for helping develop the Incident Management function, processes and procedures to ensure end-to-end service quality and "Best in Class" customer service.

We'll also need to see these on your CV

Authority/Decision Making

  • Ability to work with minimal supervision in a complex business environment

  • Command and Control presence


  • 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

  • Multilingual (incl. English) is a plus

Skills and Experience

  • Exceptional and personable written/oral communication skills

  • Ability to interact with people/groups of widely varying disciplines, cultures and backgrounds

  • Communicate confidently and assertively with different management layers as required

  • Strong Incident management skills, including the ability to own and manage multiple incidents simultaneously, lead a cooperative effort among members of a team to react to an incident and resolve to customers/business’ satisfaction.

  • Proven track record in facilitating the resolution of complex, mission critical problems in high availability systems with a strong customer focus.

  • Technical background and strong understanding of BT Products and Resolver Groups

  • Sense of urgency

  • Strong analytical & problem solving skills

  • Ability to coordinate a large group of technical contributors during high priority incident and retain control of a fast-paced major incident bridge call

  • Leadership

  • Deductive Reasoning

  • Problem Solving

  • Maintaining a professional demeanor and attitude while being assertive

  • Ability to challenge information if the response does not fit the situation

  • Industry recognized trouble shooting methodology to be able to ask the right questions

  • Very experienced in incident handling, at least on DM level on a BT service desk

Why choose us?

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: IT, Systems and Security

Title: Global Major incident Manager

Location: Brazil

Requisition ID: 90016