Problem Management

Job Req ID:

Posting Date:

Function:  

Location: 

Salary:

•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.

Responsibilities

•Ensure and monitor 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.

•Cotribute 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.

•Comply with BT security policy, standards, baseline, and procedures

•Complete all mandatory security trainings timely and successfully

•Minimum bachelor degree and previous problem management working experience 

•Excellent, elevated level of business English (both verbal and written)

•ITIL V4 Foundation certificate

•ITIL v3 Intermediate / CCNA Expert preferred

•Provides great customer experience and support

•Excellent on manage parallel work streams 

•Team-player attitude

•Expert on making presentations and present this to wider audience.

•Excellent communication and Customer care

•Customer-oriented thinking

•Willingness to handle tricky situations

•Act properly and consequently in stressed situations

•Desire for learning and knowledge sharing

•Committed for strong documentation

•Confident Windows and MS Office user

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.

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world's leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running.

With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it's about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you'll be part of a team that shapes how businesses succeed in a world that is being transformed by AI.

If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.

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.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.