Major Incident Controller

2 weeks ago


Ipswich, Suffolk, United Kingdom BT Group Full time
Major Incident Controller

Job Req ID:10270
Posting Date:01-Feb-2023
Function:Service
Location:Ipswich (4405), Ipswich, United Kingdom
Salary:Competitive with great benefits
About the role

  • The Major Incident Controller's role is to support the implementation of the overall service strategy and maintain quality across Major Incident Management (MIM) functions, specifically to:
  • detect service-impacting or potentially service-impacting issues
- manage the resolution of these incidents
- clearly communicate to the business the incident impact and path to service restoration

  • As the Major Incident Controller, you will contribute to the postincident review process to articulate 'aggravating factors' and opportunities for Improvement. You will focus on the fundamental MIM principles of detecting, communicating and restoring services. Likewise, you will embrace a continuous improvement culture (a culture where the customer is at the heart of everything we deliver and where the whole team is engaged in improving what we do while driving out the waste) across the wider incident management team. You will be accountable for driving your own personal development, training and skills required through accredited learning paths. This is a Team Member role in the Pan-BT Major Incident Management Team, based in our Ipswich office, and offers numerous training opportunities.
    You'll have the following responsibilities
  • Provide the interface to the senior customer and technologyfacing teams. This will include the Technology CEO, Director of Service, CIO team, Platform leads, and Infrastructure leads.
  • Fulfil the service and incident escalation role in line with the agreed process. This will include outofhours escalations via the agreed callout rota.
  • Drive network incidents focusing on speed of detection and service restoration.
  • Provide clear, equivalent communication to our internal and external customers at BT.
  • Maintain an ITIL standard at all times that complies with statutory controls.
  • Embrace and encourage the Personal, Simple, Brilliant ethos across the incident management process.
  • Stakeholder Management work with colleagues across BT/EE and represent unit interests by driving a serviceobsessed mentality.

You'll have the following skills & experience

  • Strong customer service and handling skills.
  • Excellent written communication skills
  • Ability to demonstrate command and control, assertiveness, and strong leadership skills.
  • Knowledge or awareness of ITILv3 or v4 service management principles, especially Incident Management.
  • Skills/experience in working in a technical field, preferably networks

Benefits

  • Competitive salary
  • Pension scheme
  • 20days annual leave (plus bank holidays)

About BT

  • BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do and in the people who work here.
  • We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential. So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT**How to Apply


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