Incident Management Professional

September 9, 2024

BT

Debrecen

OTHER

Job Req ID: 38964

Posting Date: 9 Sep 2024

Function: Service

Unit: Business

Location: Debrecen, Hungary

Salary: Competitive

Job Req ID: 38964
Posting Date: 09SEP2024
Function: Service
Location: Debrecen, Hungary

Why this job matters

An Incident Manager, will be responsible for facilitating, coordinating, and driving technical support during critical incidents for the Customer . Will work closely with internal teams and external stakeholders to maintain high levels of service quality and customer satisfaction.

Key Responsibilities

Initiate and lead Business Critical Incident Management calls (Bridge calls), gathering required resources to remediate the issue as quickly as possible.
Aid troubleshooting – asking obvious questions to technical engineers to aid service restoration.
Provide business impact updates to stakeholders and leadership as required (in verbal and written form).
Prepare customer facing communications for status updates and incident reports, Collect relevant incident related information and its timeline.
Manage updates to tickets on SNOW within stablished SLAs.
Capture Incident details and update all necessary tools and documents.
Provide required notifications and updates on all Business Critical Incidents within established service levels.
Participate in Post Mortem meetings and work with Problem/ Change Managers and other stakeholders to drive technical teams to define root cause.
Coordinate with support leaders and technical experts to ensure swift resolution of Business Critical Incidents.
Manage vendors / suppliers – ensuring they are operating within SLA, driving third parties to assist in troubleshooting and restoration of service.
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 Incident Manager role is expected to use business/technology knowledge to rapidly execute the Incident Management process for all incidents to mitigate impact and reduce the Mean Time to Restore Service.

Skills we are looking for

Applies problem solving methods to repair failed products or processes.
Supports customers both before and after they buy and use products or services that helps them have a positive experience.
Follows proper escalation protocol to manage incidents and ensure problems are resolved and addressed at the appropriate level.
Continuously thrives to improve products, services, or processes.
Implements and ensures all users and devices have proper and optimal access to the network and the data and applications on it.
Ensures that any incidents affecting processes and performances of services or systems are managed appropriately to mitigate risk and minimize disruption.

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.
We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.
As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.