Major Incident Professional

2 weeks ago

Gurugram Haryana, India BT Group Full time

Major Incident Professional

**Job Req ID**:30254**Posting Date**:23 Feb 2024**Function**:Customer Service**Unit**:Business**Location**:Dundahera, Sector 21, Gurugram, India**Salary**:Competitive- Skills
- Exceptional and personable written/oral communication skills with the ability to effectively interact with Sr. Mgt and other vendor teams.
- Communicate confidently and assertively with different management layers as required.
- Strong Incident management skills, including the ability to own and manage multiple incidents simultaneously, lead a cooperative effort among members of a team to react to an incident and resolve to customers/business’ satisfaction.
- Proven track record in facilitating the resolution of complex, mission critical problems in high availability systems with a strong customer focus.
- Technical background and strong understanding of BT Products and Resolver Groups.

**Why this job matters**

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.

**What you’ll be doing**
- Act as Major Incident Manager on Crises/Major incidents and deliver excellent communications during the lifecycle of a major incident to ensure all client and internal resources (including senior management in both organizations) are kept informed of progress throughout. Ensuring quick and correct assessment of the issue, including identifying the impact to a specific customers and engaging the appropriate resolver team to resolve the issue.
- The individual is expected to aggressively drive, facilitate and lead the technical resolution of complex and highly visible technology incidents - ensuring maximum system availability.
- The role will be accountable to help improve overall performance around managing, tracking and reporting of incidents and responsible to establish technical & business bridges/conference calls as required and involve all relevant teams/vendors/parties and to take overall ownership of the Incident until resolution.
- Evaluate Customer Business Impact: High impact on customer satisfaction and retention based on the customer experience. Due to time-sensitive nature of the work, potential for financial impact to the company associated with SLA penalties.
- Escalate to maintainers, suppliers and BT teams on the right time when the problem is not been solved.
- Support the NOC agents proactively.

**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.

**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. ‘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?

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