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
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
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
Requisition ID: 90016