Incident Service Professional
2 weeks ago
What you’ll be doing
• Continuous Improvement to drive a culture of customer focused improvements within the CSOC
• Service improvement by ownership of actions from the service improvement log
• Monitoring to ensure end to end services of the CFU are fully monitored
• Management and ownership of service restoration activities for service affecting incidents
• Drive customer service for relevant CFU stakeholders and communicate the impact of any service affecting incidents
• Possess and develop a product and service knowledge for the relevant CFU
• Provide coaching and support to the operational team members for the relevant CFU
• Maintain a training matrix.
Skills and Experience
Skills required
Mandatory
• Excellent Written and Verbal Communication Skills .
• Strong problem-solving skills .
• Work comfortably, collaboratively and productively within a team and across multidisciplinary functions.
• Galvanising action for a broad set of skills to drive up BT’s customer experience and service performance, contributing to new strategic policy.
• Regularly practising strong leadership in a complex, matrixed environment of technical service & platform teams, during high severity Incident recovery & problem management process, & improvement initiatives.
• Excellent verbal and written communication skills , to produce stakeholder communications for director level and above.
Nice to have
• ITIL Foundation qualification.
• Experience of senior stakeholder management.
• Experience of operational supplier management.
• Experience of managing IT or Network Enterprise solutions.
• In depth knowledge of platform technologies.
• Knowledge of BT customer markets.
• Understanding of regulatory commitments, quality processes and financial governance.
• Business Improvement skills including Continuous Improvement, Lean and Six Sigma.
• An expert practitioner of skills that win business, support contact compliance or deliver service transformation.
Benefits
• 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
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