Major Incidents Professional
1 month ago
Major Incidents Professional
**Job Req ID**:27579**Posting Date**:26 Feb 2024**Function**:Business Services & Operations**Unit**:Business**Location**:London, London, United Kingdom**Salary**:Competitive + Excellent Benefits**Why this job matters**
This job has the overall lead responsibility for driving Severity 1/Critical, Business Critical Severity 2/High incidents to resolution for one of our larger financial customers to minimise outage/degradation time, within the BT Business UK Service operations environment 24x7x365.
- This role is dedicated to BT’s larger financial customer, whose services are wholly reliant on computing and technology and are the No1 UK digital retail bank with 21M digitally active customers. Your role has a big part in ensuring our customers service is functioning healthily, and any network based service issues and interruptions are restored within SLA to avoid service penalties, ultimately the customer is answerable to the Financial Conduct Authority and safeguarding continued customer access to their finance needs.
**What you’ll be doing**
1. Overall lead responsibility to drive the resolution of Severity 1/Critical, Business Critical Severity 2/High incidents and incidents formally escalated by Lloyds Banking Group into the BT Business UK Service operations dedicated LBG MIM group 24x7x365
2. Acting as single point of contact/interface for the customer and the BT Account Senior Management Team 24x7x365. You'll keep all parties updated at regular intervals ensuring adherence to set SLA’s
3. Leading and driving Root Cause investigation reviews, where Root Cause has not been determined at the point of service restoration following any Severity 1/Critical and Business Critical Severity 2/High incidents
4. Minimising the adverse impacts of incidents and problems on the business and to initiate, log, develop, manage and implement actions to prevent recurrence of incidents
5. Proactively driving incident and problem resolution across all severities that are in jeopardy of meeting SLAs and drive improved customer satisfaction
**Essential Skills**
- Customer Service
Escalation Management
Incident Management
Decision Making
Inclusive Leadership
**What we would like to see on your CV**
1. Exposure to one or more of the following: Cisco LAN/ACI products, Cisco WAN/SDWAN products, Avaya Call products, Cisco Security products or Fortinet Security products
2. You’ve previously dealt with a number of high profile incidents
3. You’re able to communicate with external customers at a senior level
4. You’ve matrix managed large hybrid and dispersed teams during incidents and problems
5. You’re able to articulate and communicate your ideas and decisions clearly
**Benefits**
At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people - whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but - more than that - you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.
**Benefits of working for BT include**:
- Competitive salary
- 10% on target bonus
- BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
- 25 days annual leave (not including bank holidays), increasing with service
- Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
- World-class training and development opportunities
- Option to join BT Shares Saving schemes.
- Discounted broadband, mobile and TV packages
- Access to 100’s of retail discounts including the BT shop
**Flexible Working**
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.
- 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
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