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BT Incident Manager in Building 31, Hungary

Incident Manager

Job Req ID: 7292

Posting Date: 24-Nov-2022

Function: Business Services & Operations

Location:

Building 31, Budapest, Hungary

Salary: competitve

Incident Manager – Job Description

KEY PURPOSE OF ROLE

The INCIDENT MANAGER is responsible for facilitating, coordinating, and driving technical support during critical incidents for their dedicated Customer(s) to achieve resolution of service disruption as quickly as possible to minimize impact to BT and its customers.

Key objectives:

  • Aggressively drive Dedicated Customer’s incident resolution – standing up the service by collaborating with your peers

  • Aid troubleshooting – asking obvious questions to technical engineers to aid service restoration

  • Manage vendors / suppliers – ensuring they are operating within SLA, driving third parties to assist in troubleshooting and restoration of service

  • Collect relevant incident related information and its timeline

  • Manage client and internal stakeholder communications, keeping them informed about incident progress and next steps

  • Manage updates to tickets on Incident Management Tool within established SLAs

  • Support the reporting and service management team on RCA process/service improvement to improve and ensure accuracy

  • 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 should be looking to upskill themselves in the technologies used on the account by working with peers and self-study

  • It is expected that the individual will check their emails and telephones daily at this grade – being up to speed with developing issues and supporting their team with advice

  • The INCIDENT MANAGER will have a higher understanding of the technologies used for the Dedicated Customer and be able to demonstrate a clear difference between this and other grades within the team

KEY RESPONSIBILITIES

(the core activities, outputs expected of the role, regulatory & legal requirements)

  • The Incident Manager role is expected to use business/technology knowledge to rapidly execute the Incident Management process for all incidents in order to mitigate impact and reduce the Mean Time to Restore Service:

This includes:

  • Attend dedicated customer calls as required to support live incidents and provide technical support / guidance to Service Desk teams

  • Establishing the capabilities to resolve the incident and restore service as rapidly as possible and driving all activities related to resolving the issue

  • Ensuring that the appropriate communications are sent to senior management and other stakeholders, keeping them advised of the incident resolution progress and of the client impact

  • Help manage escalation notification and rapid communications to all senior executives and stakeholders across the company

  • Working with other GCS / BT teams to ensure incident fault fix are as quick and smooth as possible

  • Escalate as the Support teams need additional support from leadership

  • Incident closure - the resolution is documented and incident is closed by providing the end-status of the incident

  • Manage workload and progress new work without the need for supervision or prompting

  • To protect our customers service through vigilance and adherance to Change policy, ensuring correct planning and governance is in place

  • Responsible for ensuring scoped changes are completed to time to avoid breach in SLA.

  • Be sure to complete a clear, concise handover daily to ensure your peers are aware of change and incidents on to go

  • Maintain customer relationship and keep customer focus at all times

  • To maintain a helpful and personable approach in all dealings within the team

  • To promote good team spirit

  • Challenge any inadequate or incorrect technical queries

  • Identify personal upskilling requirements and maintain Personal Development Plans

  • Participate in virtual teams across the business working to a common objective encouraging a strong customer focus, delivery of results, a team ethos and positive approach

  • The post holder will understand the regulatory, fair trading and competition rules relating to the job sufficiently to be able to comply with them, relying on personal knowledge or on the ability to recognise the need for specialistsupport. Adherence to BT/MPS /Government Security Standards

  • This role is responsible for understanding BT’s line of business including customer segment and developing a solid understanding of the applications and infrastructure supporting the business

  • The Incident Manager is responsible for helping develop the Incident Management function, processes, and procedures to ensure end-to-end service quality and "Best in Class" customer service

  • The role includes governing internal ticket handling processes, give feedback to Team Manager to be able to address any performance issues

  • Conduct jeopardy management on ongoing incidents and review on weekly/monthly basis on closed incident reports to avoid future SLA failures the same month and improve figures

  • Ensure regular follow-ups on high and low priority incidents and keep the team on track with them.

  • Working in line with processes and procedures, ensuring those are up to date in close work with the Team Coordinator and Team Manager

  • To be able to hand over any ongoing case to L1 and attend to cover other cases if necessary

Authority/Decision Making:

  1. Ability to work with minimal supervision in a complex business environment

  2. Command and Control presence

Governance

  • Provide input to internal weekly/monthly reports

  • Complete handovers and update on-going tracker document with outstanding faults

  • Ensure full awareness of the need to always safeguard sensitive customer information, so that customers perceive BT to be a trustworthy organisation

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