Security Professional

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

**About this role**
- Ensure positive perception of the problem management process
- Continuously improve our capability on problem management provided to our customer
- Perform the management of both reactive root-cause analysis (RCA) and proactive trend analysis
- Communicate and coordinate with concerned parties through the Problem Management process
- Prevent re-occurrence of Incidents and minimize the impact of incidents that cannot be prevented
- Overlook the Known-error database

**You'll have the following responsibilities**
- Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services
- Maintain problem and task records to ensure that such problems are fully documented within the relevant reporting system(s).
- Coordinate with the internal Subject Matter Expert (SME) teams to guarantee assigned resources to work on Problems.
- Work with stakeholders to agree prioritisation of problems and deliverables associated with specific problems.
- Make and drive root cause investigations, problem investigations, Managing RCA between technical teams
- Follow up with appropriate SMEs to complete both corrective and improvement actions defined during RCA.
- Analysis and reporting of incident trend data to identify and eliminate root causes.
- Review problems in conjunction with service level agreements to identify any issues and their impacts; specifies any required changes.
- Support development and monitor implementation progress on permanent solutions
- May involve liaising with internal, external and third party suppliers.
- Maintain known error database updating with relevant solutions
- Production of statistics and reports to demonstrate performance of the Problem Management process.
- Ensure that agreed service levels are measured and monitored on an ongoing basis
- Ensure that the policy and standards for problem management are fit for purpose, current and are correctly implemented.
- Contribute to the development and implementation/improvement of policies and procedures.
- Provide proactive activities in cooperation with other processes or functions (event, capacity, operations, design, transition)
- Follows ITIL framework
- Raise risks and provide structured recommendations
- Support the development of mitigations and contingency plans
- Challenging non-fact based decisions
- Quality assures Problem Management output prior to publication for the protection of both BT and the customer.

**You'll have the following skills & experience**
- Minimum bachelor degree and previous problem management working experience
- Excellent, high level of business English (both verbal and written)
- ITIL V3 Foundation certificate
- ITIL v3 Intermediate preferred
- Provides great customer experience and support
- Excellent on manage parallel work streams
- Team-player attitude
- Confident Windows and MS Office user.
- Expert on making presentations and present this to wider audience.
- Expert in Excel - Pivots / Vookups / Formula
- Excellent communication and Customer care
- Customer-oriented thinking
- Willingness to handle difficult situations
- Act properly and consequently in stressed situations
- Desire for learning and knowledge sharing
- Committed for strong documentation

**Benefits**

**About BT**

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

**How to Apply**

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