Duty Managment Professional

2 weeks ago

Gurgaon, India BT Full time

Duty Managment Professional

**Job Req ID**:7783**Posting Date**:25 Apr 2023**Function**:Customer Service**Location**:Dundahera, Sector 21, Gurugram, India**Salary**:Competitive**Responsibilities**:

- Act as 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.
- Managing all escalations from customer/SRM/account team based on ticket Severity/SLA and take appropriate action.
- Be aware of all the open P1 and P2 tickets which are in risk.
- 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.
- Progress review - Ensure tickets are being resolved/worked accordingly.
- Keep process and customer documentation updated and organized.
- Do regular ticket analysis - check the resolution, the process compliance and the communication quality.
- 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.

**Skills & Experience Required**:
**Qualifications**:

- CCNA certified.
- Graduate with minimum of 5+ years of professional experience within technical/telecom domain/ environment.
- Solid understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework
- **Required Skills but not limited to**:

- 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.
- Strong analytical & problem solving skills.
- Strong understanding of the ITIL framework and Service Management tools is desired.
- Ability to coordinate a large group of technical contributors during high priority incident and retain control of a fast-paced major incident bridge call
- Ability to challenge information if the response does not fit the situation

**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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