IT Incident Manager

IT Incident Manager

Job Req ID: 18196 Posting Date: 19 Jun 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 IT Incident Manager 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 IT Incident Manager, upon identification of an IT incident, you will triage the incident to assess business impact and, where appropriate, you will-

• take ownership and open a conference call to manage the issue
• notify key stakeholders using email and SMS communications
• drive service restoration to minimise the business impact and maximise trading availability

This role is onsite at our command centre in Sheffield. The successful candidate will work in a team of 10, supported by a duty manager. It is a 24x 7x 365 days shift pattern (including night shifts), and you will be part of 1 of 4 shift teams that work in rotation. Do not worry; there is an additional on-call allowance. Please only apply if the shift pattern works for you. 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 our customers are fully monitored
• Management and ownership of service restoration activities for service-affecting incidents
• Drive customer service for relevant stakeholders and communicate the impact of any service-affecting incidents
• Possess and develop knowledge of our customers product and services
• Maintain a training matrix
• Galvanising action for a broad set of BT 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.

The skills and experience you'll need Essential skills & experience

• Incident Management
• Experience managing IT or Network Enterprise solutions
• IT/IP Literate
• ITIL Foundation qualification
• Excellent verbal and written communications skills
• Experience of senior stakeholder communication and management through ownership of real-time service performance on their behalf
• Continuous Improvement

Nice to have skills & experience

• 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 + oncall 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, mobile and TV 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.