Incident Management Professional Sheffield, England
BT Group
Full Time
Sheffield, England
29861 - 68719 GBP ANNUAL Today
Job description
Incident Management Professional
Job Req ID: 22819
Posting Date: 14 Sep 2023
Function: Service
Location:
Northern Command Centre, Sheffield, United Kingdom
Salary: Competitive with great benefits
Why this job matters
The Customer Service Operations Centre (CSOC) monitors the availability of BT’s critical IT systems within Service as part of BT’s Technology unit. The Team utilises surveillance monitoring to proactively identify IT failures to minimise service disruption and reduce the requirement for customers to report failure through the service desk. In addition, the Team uses collaborative incident management processes to respond to IT incidents to minimise service disruption and maximise trading availability for our customers.
We are recruiting an Incident Management Professional to support operational enablement and readiness of services offerings and capabilities, ensuring that these services are delivered effectively and efficiently for clients by fulfilling user requests, resolving service failures, fixing problems, and carrying out routine operational tasks. As the Incident Management Professional, you will be responsible for 24x7 proactive monitoring of BT’s critical IT applications which support trading for BT and its CFUs.
This role is onsite at our command centre in Sheffield S1 3PL. The successful candidate will work be supported by a duty manager. It is a 24x 7x 365 days shift pattern, and you will be part of 2, 12-hour days & 2, 12 hour nights in an 8 day cycle. Do not worry; there is an additional shift allowance.
What you’ll be doing
- Support continuous improvement to drive a culture of customer focussed improvement 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 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
The skills and experience you will need
Essential skills and experience
- Excellent written and verbal communication skills.
- Strong problem-solving skills.
- Ability to work comfortably, collaboratively and productively within a team and across multidisciplinary functions.
- Experience in senior stakeholder management.
- Experience in managing IT incidents on a large scale.
- Ability to work in a 24x 7x 365 days shift pattern (including night shifts)
Nice to have skills and experience
- ITIL Foundation qualification.
- Experience in operational supplier management.
- 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.
Benefits
- Competitive salary
- Shift allowance
- 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
- Discounted broadband, and mobile packages
- Access to 100’s of retail discounts including the BT shop
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
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.
BT Group
www.bt.com/careers
London, United Kingdom
Philip Jansen
Unknown / Non-Applicable
10000+ Employees
Company - Public
Telecommunications Services
1846
