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Role Overview & Mandate
Executive Summary
Pan - BT Incident Management Job Req ID: 12525...
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Pan - BT Incident Management
Job Req ID: 12525
Posting Date: 13-Mar-2023
Function: Service
Location:
Ipswich (4405), Ipswich, United Kingdom
Salary: Competitive with great benefits
About the role
The Major Incident Controller's role is to support the implementation of the overall service strategy and maintain quality across Major Incident Management (MIM) functions, specifically to:
- detect service-impacting or potentially service-impacting issues
- manage the resolution of these incidents
- clearly communicate to the business the incident impact and path to service restoration
As the Major Incident Controller, you will contribute to the post-incident review process to articulate 'aggravating factors' and opportunities for Improvement. You will focus on the fundamental MIM principles of detecting, communicating and restoring services. Likewise, you will embrace a continuous improvement culture (a culture where the customer is at the heart of everything we deliver and where the whole team is engaged in improving what we do while driving out the waste) across the wider incident management team. You will be accountable for driving your own personal development, training and skills required through accredited learning paths. This is a Team Member role in the Pan-BT Major Incident Management Team, based in our Ipswich office, and offers numerous training opportunities. It is a full-time double day role which involves a week of earlies, then lates, and a mid shift with a week off on a 4 week rolling pattern.
You'll have the following responsibilities
- Provide the interface to the senior customer and technology-facing teams. This will include the Technology CEO, Director of Service, CIO team, Platform leads, and Infrastructure leads.
- Fulfil the service and incident escalation role in line with the agreed process. This will include out-of-hours escalations via the agreed callout rota.
- Drive network incidents focusing on speed of detection and service restoration.
- Provide clear, equivalent communication to our internal and external customers at BT.
- Maintain an ITIL standard at all times that complies with statutory controls.
- Embrace and encourage the Personal, Simple, Brilliant ethos across the incident management process.
- Stakeholder Management – work with colleagues across BT/EE and represent unit interests by driving a service-obsessed mentality.
You'll have the following skills & experience
- Strong customer service and handling skills.
- Excellent written communication skills
- Ability to demonstrate command and control, assertiveness, and strong leadership skills.
- Knowledge or awareness of ITILv3 or v4 service management principles, especially Incident Management.
- Skills/experience in working in a technical field, preferably networks
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.
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