British Telecom Jobs

Major Incident Manager

Job Req ID: 34828

Posting Date: 14 Jun 2024

Function: Service

Unit: Business

Location:

Debrecen, Hungary

Salary: Competitive

Why BT?

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe, and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation, and competition we face are tougher than ever before. So, if you have the drive, optimism, and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Business Unit/Function

Our aim is to create a world-class BT Business unit that delivers long-term value for our customers, colleagues, partners, investors, and other stakeholders, both in the UK and internationally, across the full range of business segments from small enterprises to governments and multinational companies. This includes:

• Driving full integration of channels and products to best serve our business, government, and wholesale customers in the UK and internationally;

• Investing strategically in present and future needs of customers, aligned behind common digital, network and security platforms;

• Accelerating our transformation plans and delivery of next generation products and services, making it easier for customers to do business with BT and for BT to transact more profitably with customers; and Continuing to invest in the skills, technology and partnerships required to return to growth and become the leading provider of secure multi-cloud connectivity.

Why this job matters

As a Major Incident Manager team manager, you will hold a leadership position overseeing Business Managed Service operations on a global scale, supporting an organisation of over 8000 colleagues, and serving approximately 5000 global customers. Your role is key in orchestrating responses across the Business Managed Services estate, ensuring operational continuity and resilience in the face of major incidents.

Incidents within this realm have far-reaching implications, potentially impacting operations across the globe and attracting significant attention both within and beyond the organisation. Given the breadth of responsibilities and the critical nature of the services provided, your leadership is indispensable in safeguarding BT's reputation and maintaining service excellence.

You will direct a team of highly skilled major incident managers, duty managers, and global escalation specialists, ensuring they are prepared and equipped to respond swiftly and effectively to any major incidents that arise. Your strategic guidance and operational oversight play a pivotal role in minimising disruptions and upholding service standards across the organisation's extensive global network. Overall, you should possess a combination of technical expertise, leadership capabilities, and effective communication skills to manage and resolve major incidents in this fast-paced environment.

Key Responsibilities

Direct Leadership and Incident Management:

• Act as an escalation lead on all Major Incident Customer Bridge calls 24x7, orchestrating engagement with third-line technical specialists and suppliers to restore Mission Critical and Life and Death Services.

• Contribute to 24x7 response efforts on Business Managed Services (BMS) TARG and BT Group Critical incidents.

Stakeholder Management and Communication Strategy:

• Implement the stakeholder management framework to ensure clear communication channels and timely updates during major incidents. Contribute to communication strategy improvements tailored to different stakeholder groups, including customers, internal teams, and senior management.

• Spearhead all customer communications at the CEO level during Major Incidents, ensuring transparency and alignment with organisational objectives.

Operational Transformation and Budget Management:

• Promote operational and supplier transformation initiatives from the learnings seen within the Major incident team aimed at enhancing efficiency and effectiveness of the wider operation.

Representation and Collaboration:

• Deputize for Business Managed Services Lead at a Group level for TARG.

• Foster collaborative relationships with other BT lines of business, facilitating effective communication paths to protect the BT Brand and restore service during Major Incidents.

Root Cause Analysis and Continuous Improvement:

• Follow agreed processes for conducting thorough root cause analysis following major incidents to identify underlying issues and areas for improvement. Facilitate and help continuous improvement initiatives to prevent recurrence and enhance incident response effectiveness.

Skills required for the job

• Customer Experience and Relationship Management: Cultivating positive relationships with customers and stakeholders, displaying best in class ‘command and control’ during critical incidents. Proficiency in navigating complex customer ecosystems across global markets.

• Commercial Awareness: Understanding the financial and commercial drivers behind service and business performance and leveraging this insight to inform decision-making during major incidents.

• Effective Communication: Effective communication skills to engage with a diverse range of stakeholders, including senior managers, frontline service teams, and external partners, ensuring clear and concise communication during major incidents.

• Technical Knowledge: Working knowledge of networks, voice systems, security protocols, SIAM models and other relevant technologies, enabling effective troubleshooting and resolution of technical issues during major incidents.

• Problem-Solving Aptitude: Proactively identifying and resolving issues during major incidents, utilising data, analysis, and insights to understand root causes and prioritise actions for swift resolution.

• Risk Management: Identifying and highlighting operational risks inherent in major incident response, contribute to effective risk management strategies to minimise disruptions and ensure continuity of services.

• Continuous Improvement Focus: Commitment to ongoing improvement of incident response processes, services, and operational practices, striving for excellence and efficiency in major incident management.

• IT Service Management Expertise: Understanding of IT service management principles, particularly within the ITIL framework, and ideally possessing ITIL4 accreditation to ensure adherence to industry best practices during major incident response.

Experience you would be expected to have

• Incident Management Experience: Proven track record of effectively managing major incidents, including coordination, resolution, and post-incident analysis. Familiarity with ITIL framework and best practices.

• Technical Proficiency: Technical background in IT systems, networks, and infrastructure to understand and aid troubleshoot complex issues during incidents.

• Leadership Skills: Demonstrated ability to lead and motivate teams during high-pressure situations, ensuring efficient incident response and resolution.

• Stakeholder Management: Experience in managing relationships with various stakeholders, including customers, technical teams, 3rd parties and senior management, to facilitate effective communication and collaboration during incidents.

• Problem-Solving Abilities: Exceptional problem-solving skills to quickly diagnose issues, identify root causes, and implement solutions to mitigate impact during incidents.

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.

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.